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Ada is an AI-powered customer service platform that has processed over 5.5 billion interactions for enterprise clients like Square, YETI, and Monday.com. The company is seeking a Customer Solutions Consultant to join Ada Accelerate, a scaled customer success program focused on SMB and mid-market customers.
In this role, you will manage a book of self-service customers, ensuring they achieve their goals post-implementation and derive maximum value from Ada's platform. You'll balance proactive and reactive engagement, using internal tools and AI-driven automations to surface actionable insights at scale.
Key responsibilities include:
- Providing customer success support to SMB/MME customers, resolving inquiries and offering AI expertise
- Designing and executing automated and human-touch engagement strategies (proactive touchpoints, demos, renewal discussions, strategy sessions) to drive revenue and retention
- Handling escalated customer inquiries and facilitating syncs as needed
- Identifying at-risk customers and implementing personalized retention strategies
- Hosting ad-hoc customer meetings for Q&A and live support
- Driving platform adoption with a focus on increasing automated resolutions
- Collaborating cross-functionally with Professional Services, Sales, Revenue Operations, Data Analytics, Product, and Marketing
- Providing feedback to Product and Marketing teams to inform continuous improvement
You should have 2+ years of customer success, strategy, implementation, or technology consulting experience, ideally in a scaled CS model. Technical knowledge of APIs and familiarity with SaaS platforms (Shopify, Salesforce, Zendesk, HubSpot) is required. Strong communication skills, ability to explain technical concepts to non-technical audiences, and experience building relationships with senior stakeholders are essential. You're analytically curious, data-driven, resourceful, and thrive in ambiguity while managing multiple competing priorities in a fast-paced environment.
