Customer Solutions Consultant, Ada Accelerate

Role overview

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.

Responsibilities

- 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.

Requirements

- 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 HubSpot. - 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.

Benefits and work setup

- 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.