Customer Solutions Consultant, Ada Accelerate

A scaled customer success program is hiring a consultant to support the activation, growth, and retention of small and mid-market self-service customers on an AI customer service platform. The role focuses on ensuring customers realize value after implementation through proactive engagement, data-driven insights, and a mix of automated and human touchpoints. Success is measured by automated resolution rates, retention, and expansion across a high-volume book of business.

• Deliver customer success support to SMB and mid-market accounts by resolving inquiries, advising on AI capabilities, and guiding value realization.
• Use internal AI and automation tools to surface actionable customer insights at scale across a large portfolio.
• Design and execute engagement strategies, including proactive touchpoints, demos, strategy sessions, and renewal conversations, that drive revenue and retention.
• Identify at-risk customers and build personalized playbooks to improve satisfaction and reduce churn.
• Drive platform adoption and increase the share of conversations resolved through automation for existing customers.
• Partner with Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources and share feedback.

• 2+ years of experience in customer success, strategy, management, implementation, or technology consulting, ideally within a scaled CS model.
• Working knowledge of APIs and common SaaS platforms such as Shopify, Salesforce, Zendesk, or Hub Spot.
• Strong communication and presentation skills with the ability to explain technical concepts to non-technical audiences.
• Interpersonal skills suited to engaging both technical and business champions.
• Resourceful, analytical mindset with the ability to guide decisions using data and thrive in a fast-paced, constantly changing environment.
• Experience building relationships with senior stakeholders is a plus.

• Unlimited vacation policy and a flexible work schedule.
• Comprehensive health, dental, vision, travel, and life insurance coverage.
• Wellness account and an employee and family assistance plan.
• Remote-first setup with options to use a local hub, plus a work-from-home budget.
• Learning and development budget to support long-term growth goals.
• Access to cutting-edge AI tools and hands-on work with large language models.
• Benefits and perks apply to full-time, permanent employees only.