Program Manager, Ada Accelerate

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. As Program Manager, you will:

• 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.

• 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.

• 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.

The expected salary range for this position is $92,000 to $122,000 OTE CAD. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.

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