Program Manager

Summary

Join Ada's Customer Success team as a Program Manager for Ada Accelerate, a program focused on supporting small and medium-sized businesses. You will own the strategy and roadmap, driving revenue and retention through various initiatives. Responsibilities include building and improving systems, collaborating with cross-functional teams, and developing outreach strategies to enhance customer engagement. You will also handle escalated inquiries, provide live support, and drive platform adoption. The ideal candidate possesses 3+ years of experience in customer success, program management, or related fields, along with strong communication and technical skills. Ada offers a competitive salary, unlimited vacation, comprehensive benefits, and a flexible remote-first work environment.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

Experience building relationships with senior stakeholders is a plus

Benefits

• Unlimited Vacation: Recharge when you need to
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle
• Employee & Family Assistance Plan: Resources to support you and your loved ones
• Flexible Work Schedule: Balance your work and personal life
• Remote-First, In-Person Friendly: Options to work from home or at our local hub
• Learning & Development Budget: Invest in your long-term growth goals and skills
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry
• Hands-On with LLMs: Enhance your expertise in leveraging large language models
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology