Job description
About Us
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.
At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
Learn more at www.ada.cx.
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. As Program Manager, you will:
- Own Strategy & Roadmap – Define quarterly and annual objectives for Accelerate (e.g., renewal uplift, expansion pipeline, adoption of AI agent). Translate these goals into a living roadmap with clear milestones and success metrics.
- Drive Revenue & Retention – Design and execute automated and human-touch plays (e.g., proactive risk alerts, bot-vs-bot simulations, demos, strategy sessions) that increase GRR, NDRR, and upsell ARR.
- Build & Improve Systems—Lead the development of dashboards (Looker, Sheets) and automation (Zapier, Apps Script, Slack integrations) that surface insights and eliminate manual steps for Customer Experience teams and leadership.
- Cross-Functional Orchestration – Collaborate across Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources, share insights, and keep Accelerate motion cohesive.
About You
- 3+ years of Customer Success, and/or strategy, program 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, 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.
Outcomes
- Develop and execute outreach strategies to enhance customer touchpoints and engagement at critical stages of the customer journey.
- 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 office hours 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.
The expected salary range for this position is $92,000 to $122,000 OTE CAD. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
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Benefits & Perks
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
Benefits
- Unlimited Vacation: Recharge when you need to.
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
- Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
Perks
- Flexible Work Schedule: Balance your work and personal life.
- Remote-First, In-Person Friendly: Options to work from home or at our local hub.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
The above Benefits and Perks only apply to full-time, permanent employees.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.
