Program Manager – LATAM

This is a fully remote position, open to applicants in Colombia, +4 more countries.

📋 Description

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

• Cultivate relationships across various levels, from everyday users to top decision-makers.

• Create and sustain account plans that connect customer goals to OpenFn's offerings.

• Organize and conduct Quarterly Business Reviews along with regular check-ins.

• Gain a deep understanding of the OpenFn platform and each customer's usage patterns.

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

• Serve as a bridge between technical personnel and non-technical decision-makers.

• Recognize potential technical adoption risks and enlist specialists when necessary.

• Manage gross and net retention, renewals, renewal forecasting, and renewal processes.

• Identify accounts at risk and spearhead recovery strategies.

• Seek tier upgrades and cross-selling opportunities.

• Negotiate renewal contracts and expansions.

• Ensure a seamless transition from sales and implementation to program management.

• Track product usage and adoption, addressing any engagement gaps.

• Relay customer feedback to product and services teams.

• Collaborate with support and implementation teams to meet SLA commitments and project goals.

• Handle escalations and coordinate the resolution of issues.

• Develop program management playbooks, schedules, and health scoring metrics.

• Maintain CRM account information, activities, and forecasts while reporting retention and growth metrics.

• Assist in transitioning customers from legacy project arrangements to the subscription model.

⛳️ 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 portfolio of clients, including managing renewals, forecasting, and driving upsell or growth initiatives.

• Experience handling customers for a technically sophisticated product, with the ability to understand product functionality.

• Technical proficiency with APIs, integrations, data exchange, and workflow automation.

• Capability to communicate effectively with both technical and non-technical audiences.

• Strong skills in building relationships with both technical users and senior stakeholders.

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

• Practical knowledge of CRM systems and data-driven account health and forecasting.

• Fluent and professional English communication abilities.

• Proficiency in Spanish, in addition to English.

• Ability to work remotely or from a shared office space with reliable, high-speed internet.

• Ideally located in a Central or South American country that aligns with Americas time zones.

• Preferred experience in transitioning from project/service-based revenue to a subscription model.

• A technical background is preferred, including knowledge of integration tools, data pipelines, or APIs.

• Experience with government, NGO, public sector, digital public goods, or open-source clients is preferred.

• Familiarity with Salesforce or Odoo is preferred.

• Additional language skills such as French or Portuguese are advantageous.

• Experience in selling or delivering complex digital transformation, business process transformation, or data integration projects is preferred.

🏝️ Benefits

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

• Flexible working hours.

• Fully remote work opportunities.

• Team meetups in Europe and Africa.

• Exposure to industry trends and digital transformation initiatives in health, humanitarian, and government sectors.

• Opportunities for leadership and career advancement.

• Chance to influence company strategy and positively affect millions of lives through open-source software.