Program Manager, Ada
Ada Accelerate
CA$92-122k
OTE
Chatbot AI customer experience solution
Be an early applicant
Chatbot AI customer experience solution
201-500 employees
Be an early applicant
CA$92-122k
OTE
201-500 employees
Company mission
To repair broken brand interactions and restore the customer experience.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
More and more, customer interactions are moving online. There is an increasing need for automated solutions to handle high demand and ensure positive customers experiences. Ada is the leading technology provider of Automated Brand Interactions. Its bots rely on artificial intelligence to answer customers’ sales and service questions, empowering companies with digital-first, omnichannel experiences at scale.
The company has automated 2.6 billion brand interactions and supports over 320 brands across the globe including Zoom, Facebook, and Square. Its technology includes a no-code platform, which lends to its popularity. The company has been focused on expanding its product suite and generative AI capabilities as it sets out to optimize all customer experiences across the board.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-29% employee growth in 12 months
Company
Company benefits
- Generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
- Flexible work schedule
- Digital first, fully remote with WFH budget
- In-house social worker
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
Company HQ
Wellington Place, Toronto, ON
Leadership
Mike Murchison
(CEO)Previously co-founded Nucleus, Atlus, WhatsNext Lab and Volley.
David Hariri
(Designer & Developer)Experience as Developer for Teehan+Lax, and co-founder of Volley.
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