Customer Value & Growth Program Manager presso Achievers

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.

Own the integrated strategy and internal alignment:

• 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.

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 another business built on customer-funded budgets.

Familiarity with customer success platforms and CRM reporting.