Who you are

• 2+ years of Customer Success, and/or strategy, management, implementation, technology consulting experience, ideally in a scaled CS model
• Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot, etc.)
• Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences
• Strong interpersonal skills as you will be required to engage with technical and non-technical champions across the table. Experience building relationships with senior stakeholders is a plus
• Technically and analytically curious, where you demonstrate the ability to be a perpetual learner and love to make new discoveries and improve the status quo
• Resourceful and tenacious, able to thrive in ambiguity and guide/inform decisions with data-driven insights
• Reliable and resilient team player with a start-up mentality able to deliver on your commitments whilst managing multiple competing priorities in a fast-paced constantly-changing environment

What the job involves

• Ada Accelerate is Ada’s Customer Success program for 1:many support, targeted interventions, and data-driven insights to grow and retain SMB/MME customers at scale
• We’re looking for a Customer Solutions Consultant to support the activation, growth, and retention of our self-service customers
• Your focus will be on ensuring alignment with the customer's goals after implementation and ensuring they derive value from our platform and services, with an eye toward self-service capabilities
• You’ll be responsible for prioritizing and managing a scaled book of business by driving relationship value through proactive and reactive customer engagement
• Provide customer success and support to Ada’s SMB and MME customers through resolving customer inquiries, advising with AI expertise, and ensuring optimal value realization of the platform
• Leverage internal tools, utilizing AI and automations to support surfacing actionable customer insights at scale
• Design and execute automated and human-touch strategies (e.g., proactive touchpoints, demos, renewal discussions, strategy sessions) that drive revenue and retention
• Collaborate across Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources, share insights, and drive towards common goals
• Outcomes:
• Identify at-risk customers and implement personalized engagement strategies to improve retention and satisfaction
• Handle escalated customer success inquiries and requests to the Accelerate ticket queue, providing additional support where needed and facilitating syncs as required
• Host ad-hoc meetings for customers, providing Q&A and live support at scale
• Drive adoption and utilization of the platform with a focus on increasing automated resolutions for existing customers
• Collaborate with Product Management, Engineering, and Marketing to continuously provide feedback and improve Ada’s products and marketing
• Proactively engages with new customers, projects, and internal teams, ensuring continuous alignment and staying ahead of emerging needs and opportunities

Benefits

• Generous stock option plan
• Unlimited vacation
• Wellness account
• Extended health coverage
• Dental/optical/travel insurance
• Life insurance
• Employee and family assistance plan
• Flexible work schedule
• Digital first, fully remote with WFH budget
• In-house social worker
• Paid parental leave for Canadian and U.S. residents
• Development opportunities