Program Manager
O
OpenFnDigital public goods
Remote, based in Central or South America (Americas time zones), Americas time zonesContractManager
SalaryFinancial compensation includes a base salary plus variable pay tied to the retention and growth (upsell and expansion) of your portfolio. Total pay is commensurate with experience, per OpenFn's Equal Pay for Equal Work framework; the detailed variable-pay mechanics are shared during the interview process.
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Job Details
- Languages
- Fluent, professional-level English communication skills (written and verbal); fluency in Spanish, in addition to English.
- Experience
- 3-7+ years of experience in account management, customer success, or a related customer-facing commercial role at a SaaS or subscription business
- Required Skills
- RESTful APIsCustomer SuccessSaaSAccount ManagementCRM
Requirements
- Have 3-7+ years of experience in account management, customer success, or a related customer-facing commercial role at a SaaS or subscription business.
- Demonstrate a track record of retaining and growing a customer portfolio, including owning renewals, forecasting, and driving expansion.
- Have experience managing customers for a technically substantive product and getting up to speed on how it works.
- Be comfortable discussing APIs, integrations, data exchange, and workflow automation.
- Be able to translate between technical teams and non-technical decision-makers.
- Have experience running customer cadences such as QBRs, service reviews, and success planning.
- Be proficient with a CRM and use data to manage account health and forecasts.
- Have fluent, professional-level English communication skills and fluency in Spanish.
- Be able to work from home or a shared office space with fast, stable internet.
- Be based in Central or South America and able to work within Americas time zones.
Responsibilities
- Serve as the primary contact and trusted advisor for a portfolio of existing subscription customers.
- Build relationships across customer organizations and maintain account plans tied to customer objectives.
- Plan and lead Quarterly Business Reviews and other regular customer check-ins.
- Learn how customers use the OpenFn platform and discuss their integrations, data workflows, and use cases with technical teams.
- Own retention and renewals, forecast renewals, and manage the end-to-end renewal process.
- Identify at-risk accounts, lead recovery plans, and pursue account growth through upgrades and cross-sell.
- Monitor product usage and adoption, and work with customers to address gaps and deepen engagement.
- Coordinate with support and implementation teams to meet SLA commitments, deliver project work, and resolve escalations.
- Establish program management playbooks, cadences, and a health-scoring approach.
- Maintain account data and forecasts in the CRM, report retention and growth metrics, and help migrate customers to the subscription model.
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