Full-Time Program Manager

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. Ada is a pioneer in the management and application of AI in customer service.

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.
• Drive Revenue & Retention – Design and execute automated and human-touch plays that increase GRR, NDRR, and upsell ARR.
• Build & Improve Systems—Lead the development of dashboards and automation that surface insights and eliminate manual steps for Customer Experience teams and leadership.
• Cross-Functional Orchestration – Collaborate across multiple departments to align resources, share insights, and keep Accelerate motion cohesive.

• 3+ years of Customer Success, and/or strategy, program management, implementation, technology consulting experience.
• Working knowledge of APIs and a common understanding of SaaS platforms.
• Excellent communication and presentation skills.
• Strong interpersonal skills.
• Technically and analytically curious.
• Resourceful and tenacious.
• Reliable and resilient team player with a start-up mentality.

• 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, providing additional support where needed.
• 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.

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