Job Description
Job DescriptionSalary:
Program Success Manager
Strategic CRM Advisor | Financial Services Sector
As a Program Success Manager at Solutions Metrix, you act as a strategic advisor and long-term growth partner for our clientsprimarily regional banks and credit unionsguiding them through the evolution of their CRM program.
You sit at the crossroads of Customer Success, Business Consulting, and Account Management. Your mission is to build multi-year CRM roadmaps that help clients realize the full potential of their CRM investment. You bring a consultative approach, demonstrating the art of the possible with CRM, and help shape their digital transformation with vision, clarity, and measurable impact.
This role combines relationship building, business acumen, and growth accountability. You will identify opportunities for continued CRM maturity and adoption, co-create value-driven plans with our clients, and support the team in bringing those opportunities to lifefrom idea to close.
What Youll Do
- Act as a trusted advisor to client stakeholders (C-level, VPs, SMEs), helping define and evolve CRM roadmaps that align with their business priorities and long-term objectives.
- Own the ongoing success of client programs, ensuring value realization, CRM adoption, and continued growth.
- Collaborate with internal teamspre-sales, delivery, support, and executive sponsorsto ensure client expectations, budgets, and timelines are aligned and well managed.
- Maintain a clear, structured 23-year client roadmap that outlines strategic initiatives, timelines, and business goals.
- Identify growth opportunities within existing accounts, from operational improvements to new initiatives, and drive the follow-through: proposals, business case development, and closing.
- Monitor account health and client satisfaction, intervening early to address risks or misalignments.
- Participate in program governance and oversight in partnership with Project Management and Technical Leads.
- Be the voice of the client internally helping prioritize improvements.
What You Bring
- 5+ years of experience in CRM consulting, Customer Success Management, or Strategic Account Management, ideally with a consulting services firm.
- Strong experience working with financial services clients, particularly regional banks and credit unionsyou understand their priorities, compliance context, and digital transformation challenges.
- A demonstrated ability to build and maintain strategic roadmaps and guide clients through phased CRM maturity over time.
- Excellent relationship management skills and the confidence to engage with senior-level stakeholders.
- Proven ability to identify and shape business opportunities, including value-based proposals and closing.
- Deep expertise with CRM platforms and how they can transform customer, sales, or operations functions.
- A balance of business strategy thinking and delivery pragmatismyou understand how client vision translates into implementation reality.
- Experience working in cross-functional teams, ideally in professional services or consulting environments.
- Strong communication, facilitation, and storytelling skillsboth in person and in writing.
- Fluency in English; French bilingualism is a strong asset.
Bonus Traits
- You thrive in fast-growing, dynamic environmentswhere not everything is figured out, but theres plenty of opportunity to build, scale, and shape the future.
- Youve worked with regulated industries or understand compliance-heavy environments.
- Youre not afraid to challenge assumptions, ask hard questions, or offer new perspectives when it's in the clients best interest.
- You enjoy mapping ambiguity into structured, strategic plans.
Since 2001, Solutions Metrix has been implementing CRM in companies of all sizes and industries, whether they are in Montreal, Quebec, or elsewhere in Canada or in North America. Our team of specialists master a very large number of CRMS without being linked to any. We always recommend the best CRM to our customers according to their needs and objectives. Our method defines a simple implementation process for companies that allows them to quickly and easily use their software and optimize it to the maximum. The secret to our success is simple: we tailor our solutions to our customers' business models, markets and industries.
remote work