Program Manager (French-speaking)
O
OpenFnDigital public goods
Remote, based in Sub-Saharan Africa (Africa time zones). Workable locations: Rwanda, Cameroon, Benin, Côte d'Ivoire., Africa time zonesContractManager
SalaryFinancial compensation includes a base salary plus variable pay tied to the retention and growth (upsell and expansion) of your portfolio.
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Job Details
- Languages
- Fluent, professional-level English and French communication skills (written and verbal); French fluency required.
- 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
- SalesforceRESTful 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 customer portfolios, including owning renewals, forecasting, and driving expansion.
- Have experience managing customers for a technically substantive product and the ability to learn how the product works.
- Be comfortable discussing APIs, integrations, data exchange, and workflow automation with technical teams.
- Be able to translate between technical staff and non-technical decision-makers.
- Have experience running customer cadences such as QBRs, service reviews, and success planning.
- Have hands-on CRM proficiency and a data-informed approach to account health and forecasts.
- Have fluent, professional-level English and French communication skills, written and verbal.
- Be able to work from home or a shared office space with fast, stable internet.
- Experience transitioning customers from project- or services-based revenue to a subscription model is preferred.
- A technical background or experience with integration tooling, data pipelines, or APIs is preferred.
- Experience with government, NGO, public sector, or international customers and working knowledge of Salesforce or Odoo are preferred.
Responsibilities
- Own relationships and account plans for a portfolio of existing subscription customers.
- Plan and lead Quarterly Business Reviews and other regular customer check-ins.
- Develop working knowledge of the OpenFn platform and how customers use it.
- Monitor customer adoption, identify risks, and coordinate specialist support when needed.
- Own renewals, forecast accurately, and lead recovery plans for at-risk accounts.
- Identify and pursue account growth opportunities, including tier upgrades and cross-sell.
- Coordinate handoffs, support, implementation work, and escalations to meet SLA commitments.
- Represent customer feedback to product and services teams.
- Establish program management playbooks, cadences, and health-scoring practices.
- Maintain CRM account data and report retention and growth metrics to leadership.
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