- 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

- As a Customer Solutions Consultant you will:

- 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

- Handle escalated customer success inquiries and requests to the Accelerate ticket queue, providing additional support where needed and facilitating syncs as required

- Identify at-risk customers and implement personalized engagement strategies to improve retention and satisfaction

- 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

- 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
- Generous stock option plan- Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot, etc.)

- Experience building relationships with senior stakeholders is a plus

- Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences

- Reliable and resilient team player with a start-up mentality able to deliver on your commitments whilst managing multiple competing priorities in a rapid-paced constantly-changing environment

- 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

- 2+ years of Customer Success, and/or strategy, management, implementation, technology consulting experience, ideally in a scaled CS model

- Strong interpersonal skills as you will be required to engage with technical and non-technical champions across the table

- Resourceful and tenacious, able to thrive in ambiguity and guide/inform decisions with data-driven insights

📌 Customer Solutions Consultant (Ada Accelerate) (Canada)
🏢 Ada
📍 Canada