Customer Solutions Consultant, Ada Accelerate

Ada18; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Unlimited vacation

Remote-first setup with local hub

Healthcare, dental, vision, life

Wellness account and family assistance

Learning and development budget

Access to AI tools and LLMs

Job summary

Ada18 is seeking a Consultant to support activation, growth, and retention of small and mid-market self-service customers on an AI customer service platform. You will engage proactively, surface data-driven insights, and blend automated and human touchpoints to ensure customers realize value after implementation.

The role emphasizes proactive engagement, automation, and collaboration with multiple teams to drive renewals and expansions across a high-volume book of business.

Qualifications

• 2+ years of experience in customer success or related field.
• Experience with scaled CS models or consulting.
• Familiarity with Shopify, Salesforce, Zendesk, or HubSpot.

Responsibilities

• Support SMB and mid-market customers by resolving inquiries and guiding value realization.
• Use AI and automation tools to surface customer insights at scale.
• Design and execute engagement strategies to drive revenue and retention.
• Identify at-risk customers and build personalized playbooks to reduce churn.
• Collaborate with cross-functional teams to align resources and feedback.

Skills

Customer success

Data-driven decisions

Communication

Stakeholder management

Analytical mindset

Tools

Shopify

Salesforce

Zendesk

HubSpot

APIs

Job description

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.