Program manager

Type : Full-time contractor (hours negotiable)

Location : Remote, based in Central or South America (Americas time zones)

Language Requirements : Spanish fluency required

Reports to: Head of Growth

OpenFn is the digital public good for public service automation & AI orchestration. Our platform automates data exchange and digital workflows so that governments and NGOs can deliver public services more efficiently, achieve interoperability across fragmented systems, and scale critical public services across health, humanitarian, and government programs.

Our team, Open Function Group, the primary steward of this open-source platform, is a lean, fully-remote team of integration specialists, solution architects, and implementation consultants working across 40+ countries.

We are not making marginal improvements to already comfortable lives. We are building the infrastructure that allows governments to function, clinics to operate, and vulnerable populations to access services they depend on.

The role

We need a remote, relationship-driven, commercially-minded Program Manager who is technically fluent, someone who can speak credibly about our platform, integrations, and data workflows with technical and non-technical stakeholders alike, to keep our existing customers happy, engaged, and growing, and to help us stand up program management as a function for the very first time.

We are hiring our first Program Manager to own and grow relationships with OpenFn's existing customers as we transition to a subscription model built around packaged product-and-services bundles.

As our first Program Manager in this market, you will own the full portfolio of existing subscription customers and be accountable for their retention, satisfaction, and growth. You will be the trusted advisor customers turn to, the person who makes sure they are getting real value from OpenFn, and the internal owner of the commercial health of each account.

OpenFn is a technical product: our customers use it to build integrations, move data between systems, and automate complex digital workflows. You do not need to be an engineer, and you will not be doing hands-on implementation work; we have solution architects and implementation consultants for that. But you do need to be technically fluent: able to understand how customers use the platform, hold a credible conversation with their technical teams, spot when something is going wrong, and know when to bring in a specialist. That technical credibility is what will make you a genuine trusted advisor rather than just a point of contact.

Because this is a foundational hire, you will both build and execute. You will not inherit a mature playbook; you will help create it, establishing the processes, cadences, and tooling that a strong program management function depends on, while carrying a live book of business from day one.

Requirements

Own & grow customer relationships

• Serve as the primary point of contact and trusted advisor for a portfolio of existing subscription customers
• Build strong, multi-threaded relationships across each customer organization, from day-to-day users through to senior decision-makers
• Develop and maintain account plans that map each customer's objectives to the value OpenFn delivers
• Plan and lead Quarterly Business Reviews (QBRs) and other regular check-ins

Bring technical fluency to the relationship

• Develop a strong working understanding of the OpenFn platform and how each of your customers uses it
• Hold credible, substantive conversations with customers' technical teams about their integrations, data workflows, and use cases
• Translate fluently between customers' technical staff and their non-technical decision-makers
• Spot technical adoption risks early, and know when to bring in solution architects or implementation consultants

Drive retention & expansion

• Own gross and net retention for your portfolio, and be accountable for renewals
• Forecast renewals accurately and manage the end-to-end renewal process
• Proactively identify at-risk accounts and lead recovery plans before they churn
• Identify and pursue opportunities to grow accounts, including tier upgrades and cross-sell of additional services
• Negotiate renewals and expansions in line with our pricing and packaging model

Deliver value & coordinate delivery

• Ensure a smooth handoff from sales and implementation into ongoing program management
• Monitor product usage and adoption, and work with customers to close gaps and deepen engagement
• Act as the voice of the customer internally, channeling feedback to our product and services teams
• Coordinate with support