Customer Solutions Consultant, Ada Accelerate
About this role
Ada develops an artificial intelligence customer service platform designed to help enterprise companies deliver automated, proactive, and personalized experiences at scale. The Ada Accelerate team builds 1:many support programs, targeted interventions, and data-driven insights aimed at growing and retaining small and medium-sized business customers. Operating within this framework, the Customer Solutions Consultant supports the activation, growth, and retention of self-service clients by aligning platform capabilities with customer goals.
Team members manage a scaled book of business through a blend of proactive and reactive engagement, leveraging internal automation tools to surface actionable customer insights. Daily work involves designing automated and human-touch strategies, including renewals, demos, and strategy sessions, while collaborating closely with product, sales, and analytics departments. Candidates who thrive in this environment are analytical, resourceful, and capable of guiding decisions in a fast-paced setting while maintaining strong relationships with diverse stakeholders.
What you will do
- Provide ongoing customer success and support to small and medium-sized business accounts by resolving inquiries and advising on artificial intelligence capabilities.
- Utilize internal tools and automations to surface actionable customer insights across a scaled book of business.
- Design and execute automated and human-touch strategies including proactive touchpoints, product demonstrations, and renewal discussions.
- Collaborate across professional services, sales, revenue operations, product, and marketing departments to align resources and share insights.
- Handle escalated customer success inquiries within the Accelerate ticket queue and facilitate syncs as necessary.
- Identify at-risk accounts and implement personalized engagement strategies to improve retention and satisfaction.
What you need
- Bring at least two years of experience in customer success, strategy, management, implementation, or technology consulting.
- Possess a working knowledge of application programming interfaces alongside a foundational understanding of software-as-a-service platforms.
- Demonstrate excellent communication and presentation skills with the ability to explain technical concepts to non-technical audiences.
- Exhibit strong interpersonal skills for engaging with both technical and non-technical stakeholders across client organizations.
- Maintain technical and analytical curiosity as a perpetual learner who seeks to improve the status quo.
- Demonstrate resourcefulness, tenacity, and the ability to thrive in ambiguity while using data-driven insights to guide decisions.
Nice to have
- Experience building relationships with senior stakeholders
Benefits
- Unlimited Vacation
- Comprehensive Benefits including extended health, dental, vision, travel, and life insurance
- Wellness Account
- Employee & Family Assistance Plan
- Flexible Work Schedule
- Learning & Development Budget
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
The position is remote-first and in-person friendly, offering options to work from home or at a local hub with a flexible work schedule.
What kind of customer accounts will this consultant manage?
The consultant will prioritize and manage a scaled book of business focused on small and medium-sized business and mid-market enterprise customers.
What systems and technologies should candidates understand?
Candidates need a working knowledge of APIs and a common understanding of SaaS platforms such as Shopify, Salesforce, Zendesk, and Hubspot.