Customer Solutions Consultant II

The Role
As a Customer Solutions Consultant (CSC), you will play a critical role in the post-sales success of Ada's clients. Acting as a trusted advisor, you'll guide organizations through their digital transformation journey by ensuring the effective deployment, adoption, and optimization of Ada's AI-powered customer experience (ACX) solution. You'll manage a portfolio of clients, drive measurable outcomes such as automated resolution and customer satisfaction, and help clients realize long-term value from their investment in Ada.

Responsibilities

• Act as the primary point of contact for clients, addressing questions, providing guidance, and ensuring a seamless partnership experience throughout the customer lifecycle.
• Own and manage a book of business, ensuring each client achieves measurable outcomes tied to their ACX goals (e.g., automated resolution, CSAT, ROI).
• Partner with clients to deploy, scale, and mature their ACX programs using Ada's ACX Framework as a blueprint for success.
• Serve as a technical consultant and product expert, guiding clients through integrations, data flows, and system architecture across SaaS and API environments (e.g., Salesforce, Zendesk, Shopify, HubSpot)
• Support clients in optimizing their AI Agent performance through transcript reviews, data analysis, training updates, and implementation of best practices.
• Ensure client knowledge sources are accurate, well-structured, and continuously optimized to maximize the AI Agent's effectiveness.
• Drive adoption and utilization of Ada's solutions across the client's organization by fostering alignment with key stakeholders and building internal advocacy.
• Identify opportunities to expand use cases and deepen integrations within client ecosystems.
• Track, analyze, and report on success metrics such as Automated Resolution Rate, CSAT, and ROI to demonstrate business impact and guide strategy.
• Translate complex technical concepts into clear, value-driven recommendations for non-technical stakeholders.
• Improved automated resolution rates and customer satisfaction for client programs.
• Strong client advocacy leading to renewals, expansions, and strategic partnerships.
• Continuous feedback loop between clients and internal teams to enhance Ada's platform and services.

About You

• 4 years in customer success, solutions consulting, or post-sales technical consulting, or equivalent experience, preferably within SaaS, CX, or AI technology environments.
• Proven experience managing enterprise or mid-market clients, driving measurable business outcomes, and fostering long-term relationships.
• Strong technical aptitude — comfortable working with APIs, integrations, and system configurations.
• Analytical thinker with the ability to interpret performance data and turn insights into actionable recommendations.
• Exceptional communication, presentation, and relationship management skills across both technical and executive audiences.
• Curious, proactive, and resilient — you thrive in fast-paced, dynamic environments and love solving complex challenges through technology.

Compensation: $105,000 - $134,000k CAD
Pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law. #LI-NS1