About this role.
This Customer Solutions Consultant role supports Ada’s scaled SMB and mid-market customer base through proactive success engagement, escalated inquiry resolution, and adoption guidance. The consultant will use AI-enabled tools and automations to identify risks, surface insights, and improve retention and platform utilization. Success requires a blend of customer success expertise, SaaS and API literacy, consultative communication, and comfort explaining technical concepts to varied stakeholders. The role collaborates closely with Professional Services, Sales, Product, Engineering, Data Analytics, Revenue Operations, and Marketing. It is well suited to a resourceful, data-driven professional who can manage a high-volume book of business in a fast-changing AI environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would segment accounts using health indicators such as product adoption, automated-resolution performance, support volume, renewal timing, revenue impact, and stated business risk. I would address urgent escalations and high-risk accounts first, while using automated campaigns, documentation, and group enablement sessions to serve repeatable needs at scale.
I would first clarify the business outcome they are trying to achieve, then explain the limitation in plain language without unnecessary technical jargon. I would outline the customer impact, confirm what is currently possible, and provide practical alternatives, ownership, and next steps so the stakeholder leaves with a clear plan.
I would look for declining usage, low automated-resolution rates, unresolved support patterns, missed implementation milestones, disengaged champions, negative feedback, and upcoming renewal dates. I would combine those signals with qualitative account context and then build a focused engagement plan tied to the customer’s desired outcomes.
I would assess current usage and identify the workflows or customer intents with the greatest opportunity for automation. Then I would recommend a targeted enablement plan, such as a working session, tailored best practices, and measurable milestones, while sharing progress and iterating based on performance data.
I would document the pattern with account examples, impact metrics, and a clear problem statement before involving the appropriate teams. I would coordinate with Product, Engineering, Support, or Marketing on an owner and resolution path, communicate transparently with affected customers, and close the loop by measuring whether the change improved the underlying outcome.
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, IPSY, 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. 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.
Outcomes
- 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.
About You
- 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.
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.
As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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