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Customer Value & Growth Program Manager
🔥 21 hours ago
Program ManagementGrowth StrategyCommercial TransformationCustomer Strategy
📜 Description
- Unify functional plans into an integrated customer value and growth strategy, roadmap, and evidence base.
- Drive customer lifecycle changes, define value and spend triggers, and equip teams with playbooks to execute.
- Partner with Product and Product Marketing to translate customer value into product priorities and manage delivery dependencies.
- Prioritize new customer use cases, develop ROI proof points, and track activation by customer-facing teams.
- Run program governance, operating cadence, risk and scope control, and cross-functional accountability.
- Measure whether demonstrated customer value converts into revenue, retention, and expansion; communicate progress and blockers.
🛠️ Requirements
- 3+ years in strategy consulting - growth strategy, commercial transformation, customer strategy, revenue growth management or pricing - at Senior Consultant or post-MBA Associate level, having led a workstream end to end.
- A commercial lens on operational problems. You can connect a change in how we work to a revenue outcome and show your reasoning.
- Experience building a value or return-on-investment case that stands up to financial scrutiny.
- Experience pulling separate workstreams into one plan and keeping it coherent as priorities shift.
- A track record of getting teams that do not report to you, and carry their own targets, to deliver on a centralized or shared strategy.
- Strong executive communication. You are comfortable presenting to senior leaders
- Strong program discipline including operating cadence, decision logs, dependency tracking, scope control and clear documentation.
- 2+ years in business operations, strategy and operations, or strategic initiatives at a SaaS company, following a consulting foundation.
- Experience in employee recognition, HR technology, loyalty, or another business built on customer-funded budgets.
- Familiarity with customer success platforms and CRM reporting.
✨ Benefits
- Recognition and Rewards program
- Health benefits
- Life insurance coverage beginning on the first day
- Parental leave top-up
- Employer-matched RRSP contributions
- Flexible vacation
- Employee and Family Assistance Program with mental health
- Financial counselling
- Professional development and career growth support, including LinkedIn Learning and mentorship
Full job description
We are looking for a Customer Value & Growth Program Manager to own and drive the company-wide program that ensures our customers realize the value of their investment with Achievers and incrementally grow their spend with us as a result.
Customer Success, Product, Marketing, Marketplace, Enablement, Revenue Operations and Finance each own a piece of this today. You will sit at the centre, pulling those pieces into one integrated strategy, guiding and collaborating with each team as they build their part, and making sure everything we do aligns to a consistent vision. You are accountable for making sure the right plans exist, that they connect, and that the functions who deliver them are set up to execute. Your impact comes from how well you align, equip and drive the people closest to our customers.
The role goes beyond program management. We are looking for someone who brings a commercial point of view, challenges the plans on the table, contributes to the thinking, and acts as a genuine partner to every function involved.
Why Achievers is a Great Place to Work™
At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.
Our Approach to Total Rewards
We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.
$106,250 - $120,000 reflects what we reasonably expect to offer for this role based on current market data. The final offer will depend on several factors, including your skills, experience, and any relevant certifications. As with all market-based ranges, these numbers may evolve over time, but we’re committed to providing a fair and competitive offer based on what you bring to the team.
Benefits and Perks for permanent full-time employees:
✨ Rewards for your impact through our Recognition and Rewards program
🩺 Health Benefits and Life Insurance Coverage beginning on your first day
👶🏼 Parental Leave Top-up
🙌🏼 Employer matched RRSP contributions
🏖️ Flexible Vacation to recharge, so you can bring your best
🤝🏽 Employee and Family Assistance Program offering mental health, legal, and financial counselling
🚀 Supported professional development and career growth (Linkedin Learning, mentorship)
👏🏼 Employee-Led Employee Resource Groups that celebrate our diversity
🧘♀️ Regular events designed to build connection, belonging, and well-being
🇨🇦 Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office
Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.
Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.
How you'll shape Support Oprtations at Achievers:
- Own the integrated strategy for embedding customer value and incremental spend across the organization and the customer lifecycle, bringing separate functional plans into one coherent whole.
- Collaborate with and guide cross-functional teams and other subject matter experts as they build the narrative connecting recognition, rewards, redemption and the value customers realize, and make sure it is reflected consistently across messaging, positioning and corporate strategy.
- Partner with our insights and research teams to turn research findings and recommended behaviours into the evidence base behind the value model.
- Translate the strategy into an executable roadmap with named owners, milestones and dependencies, and build the senior buy-in needed to move it.
- Create the single view of what we are learning across the program and where we are blocked and reduce duplication so subject matter experts can stay focused on execution.
- Drive customer lifecycle changes:
- Drive execution of the lifecycle changes that make customer value and incremental spend possible, partnering with Customer Success, who own the lifecycle.
- Define the specific moments, conditions and signals that should trigger a value demonstration or a spend conversation.
- Diagnose where those triggers are missing, mistimed or not firing today.
- Define the requirements to operationalize those triggers in our tools and systems, and work with Revenue Operations and Customer Success to get them built.
- Make sure the teams running those conversations have a clear plan and the playbooks they need to execute well.
- Partner with Product:
- Ensure customer value and incremental spend are translated into product priorities and requirements, facilitating and governing that work as a partner to Product and Product Marketing, who own the roadmap and the requirements.
- Hold the standard as the roadmap evolves, so we keep building against clear principles for driving recognition and redemption, and so what we ship produces value we can demonstrate.
- Manage dependencies and sequencing between product delivery and the rest of the program and escalate through governance when delivery drifts.
- Drive new use cases that unlock budget:
- Drive the pipeline of new use cases that unlock incremental budgets across our customers, partnering with Customer Success and Product Marketing, who own development, play-booking and productization.
- Own the prioritization of which use cases we pursue and when in partnership with subject matter experts.
- Make sure each one has the proof points needed to open a budget conversation, including a documented ROI model and a standard artifact set for our top-tier accounts.
- Track use cases to activation by the teams who run the plays.
- Run the operating model and governance:
- Own the operating model across Customer Success, Enablement, Revenue Operations, Product, Marketing and Finance including the decision forum, escalation path, decision log, reporting and documentation standards, and feedback loops between teams.
- Own scope and change control, dependency sequencing and risk management for the program.
- Own the measurement system that shows whether proving value to customers is converting into incremental spend, working with Finance to connect operational levers to revenue, retention and expansion.
- Run a recurring operating rhythm that surfaces progress and blockers, holds each area accountable to movement, and gets blockers resolved rather than catalogued.
- Keep the program in front of the company, communicating frequently on progress, wins, and what is stuck.
Experience we feel will set you up for success:
Nice to Have
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