Customer Value & Growth Program Manager

Role overview

Strategy and lifecycle

• Build a coherent strategy across customer value and incremental spend throughout the customer lifecycle.
• Guide teams in connecting recognition, rewards, redemption, and customer value across messaging and corporate strategy.
• Turn research findings into evidence for the value model and translate the strategy into a roadmap with owners, milestones, and dependencies.
• Define customer lifecycle moments and signals for value demonstrations or spend conversations; diagnose missing or mistimed triggers.
• Set requirements to operationalize triggers and ensure teams have the plans and playbooks to execute customer conversations.

Product, use cases, and governance

• Translate customer value and incremental spend into product priorities and requirements in partnership with Product and Product Marketing.
• Govern product dependencies and sequencing, maintain clear principles, and escalate delivery drift.
• Prioritize new use cases that unlock customer budgets and track them through activation.
• Ensure priority use cases have documented ROI models and standard proof-point artifacts for top-tier accounts.
• Own program decision forums, escalation paths, decision logs, reporting, documentation, feedback loops, scope control, dependencies, and risk management.
• Measure whether customer value proof converts into spend, and run an operating rhythm that surfaces progress, resolves blockers, and communicates updates.

Experience and qualifications

• At least 3 years in strategy consulting in growth strategy, commercial transformation, customer strategy, revenue growth management, or pricing, at Senior Consultant or post-MBA Associate level, with end-to-end workstream leadership.
• Connect operational changes to revenue outcomes and build value or ROI cases that withstand financial scrutiny.
• Bring separate workstreams into one coherent plan and influence teams that do not report to you.
• Communicate effectively with executives and present to senior leaders.
• Show program discipline in operating cadence, decision logs, dependency tracking, scope control, and documentation.

Preferred experience

• Two or more years in business operations, strategy and operations, or strategic initiatives at a SaaS company following consulting experience is a plus.
• Employee recognition, HR technology, loyalty, or other customer-funded budget experience is a plus.
• Familiarity with customer success platforms and CRM reporting is a plus.

Compensation and benefits

• The stated base salary range is $106,250 to $120,000; the offer depends on skills, experience, and relevant certifications.
• Permanent full-time employee benefits include health and life insurance, parental leave top-up, employer-matched RRSP contributions, flexible vacation, and professional development.
• Other benefits include recognition rewards, an employee assistance program, employee resource groups, and regular events.

Workplace

• The role offers hybrid flexibility with time in Achievers' Liberty Village office in Toronto.