Program Manager, French Speaking

This is a fully remote position, open to applicants in Rwanda, +2 more countries.

📋 Description

• Act as the main point of contact and trusted advisor for current subscription clients

• Cultivate multi-level relationships from everyday users to senior decision-makers

• Create and sustain account plans that align customer goals with OpenFn's value

• Organize and lead Quarterly Business Reviews and regular check-ins

• Acquire a solid understanding of the OpenFn platform and customer utilization

• Engage in discussions about integrations, data workflows, and use cases with technical teams

• Facilitate communication between technical personnel and non-technical decision-makers

• Recognize technical adoption risks and collaborate with solution architects or implementation consultants when necessary

• Oversee gross and net retention as well as account renewals

• Anticipate renewals and manage the complete renewal process

• Identify accounts at risk and direct recovery strategies

• Seek and pursue tier upgrades and cross-selling opportunities for additional services

• Negotiate renewals and expansions according to the pricing and packaging model

• Ensure a smooth transition from sales and implementation into program management

• Track product usage and adoption while addressing engagement gaps

• Relay customer feedback to product and services teams

• Collaborate with support and implementation teams regarding SLA commitments and project-based tasks

• Manage escalations and coordinate internal resolution efforts

• Develop program-management playbooks, schedules, and health-scoring processes

• Maintain CRM account data, activities, and forecasts; report retention and growth metrics to leadership

• Assist in migrating customers from legacy project-based models to the subscription framework

⛳️ Requirements

• 3-7+ years of experience in account management, customer success, or a related customer-facing commercial position within a SaaS or subscription business

• Demonstrated success in retaining and expanding a customer portfolio, including managing renewals, forecasting, and driving upsells or expansions

• Proven experience in managing customers for a technically substantial product

• Authentic technical fluency with APIs, integrations, data exchange, and workflow automation

• Capability to communicate effectively between technical and non-technical audiences

• Strong skills in relationship-building with both technical users and senior stakeholders

• Experience in conducting QBRs, service reviews, and success planning

• Proficient in using a CRM and applying a data-driven approach to account health and forecasts

• Fluent, professional-level communication skills in English and French, both written and verbal

• Ability to collaborate effectively within a distributed, multicultural team

• Self-motivated mindset suited for a foundational role

• Capability to work from home or a shared office space with reliable, high-speed internet

• Ideally located in a country within Sub-Saharan Africa and operating in the Africa time zones

• Preferred: Experience in transitioning from project/services revenue to a subscription model

• Preferred: Technical background or experience in engineering, technical support, solutions, or implementation

• Preferred: Familiarity with integration tools, data pipelines, or APIs

• Preferred: Experience managing government, NGO, public sector, or international customers

• Preferred: Working knowledge of Salesforce or Odoo

• Preferred: Proficiency in additional Spanish or Portuguese language skills

• Preferred: Experience in selling or delivering complex digital transformation, business process transformation, or data integration projects

🏝️ Benefits

• Financial compensation includes a base salary plus variable pay linked to the retention and growth (upsell and expansion) of your portfolio; total pay is commensurate with experience

• Flexible working hours

• Fully remote work, with team gatherings across Europe and Africa

• Insight into industry and technology trends and leading health, humanitarian, and government digital transformation initiatives

• Opportunities for leadership and career advancement

• Chance to influence company strategy and make a significant impact on millions of lives through open source software