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Salary: CAD 106,250 - 120,000 / annual
Achievers is seeking a Customer Value & Growth Program Manager to own and drive a company-wide program ensuring customers realize the value of their investment and incrementally grow their spend. The role sits at the center of cross-functional efforts spanning Customer Success, Product, Marketing, Marketplace, Enablement, Revenue Operations, and Finance, pulling separate pieces into one integrated strategy.
You will be accountable for aligning these functions around a consistent vision, ensuring the right plans exist and connect, and equipping teams to execute. This is not purely program management—you will bring a commercial point of view, challenge plans, contribute strategic thinking, and act as a genuine partner to every function involved.
Key responsibilities include:
**Own integrated strategy and alignment:** Develop the integrated strategy for embedding customer value and incremental spend across the organization and customer lifecycle. Collaborate with cross-functional teams to build a coherent narrative connecting recognition, rewards, redemption, and customer value. Partner with insights and research teams to create an evidence base for the value model. Translate strategy into an executable roadmap with named owners, milestones, and dependencies. Create a single view of program learnings and blockers to reduce duplication.
**Drive customer lifecycle changes:** Execute lifecycle changes that enable customer value and incremental spend, partnering with Customer Success. Define specific moments, conditions, and signals that trigger value demonstrations or spend conversations. Diagnose where triggers are missing or mistimed. Define requirements to operationalize triggers in tools and systems. Ensure teams have clear plans and playbooks.
**Partner with Product:** Translate customer value priorities into product requirements. Hold standards as the roadmap evolves to ensure clear principles for recognition and redemption. Manage dependencies and escalate when delivery drifts.
**Drive new use cases:** Own the pipeline of new use cases that unlock incremental budgets. Prioritize which use cases to pursue and when. Ensure each has documented ROI models and proof points for top-tier accounts. Track activation by executing teams.
**Run operating model and governance:** Own the operating model across all functions, including decision forums, escalation paths, decision logs, reporting standards, and feedback loops. Manage scope, change control, dependency sequencing, and risk. Own the measurement system connecting operational levers to revenue, retention, and expansion. Run recurring operating rhythms that surface progress and blockers. Communicate program status company-wide.
**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
- Commercial lens on operational problems; ability to connect operational changes to revenue outcomes
- Experience building value or ROI cases that withstand financial scrutiny
- Track record pulling separate workstreams into one coherent plan amid shifting priorities
- Demonstrated ability to get teams outside your reporting line—who carry their own targets—to deliver on centralized or shared strategy
- Strong executive communication skills; comfort presenting to senior leaders
- Strong program discipline including operating cadence, decision logs, dependency tracking, scope control, and clear documentation
**Nice to have:**
- 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 customer-funded budget models
- Familiarity with customer success platforms and CRM reporting
