Account Manager - Ada, Remote

Day-to-day

The Accelerate Account Manager owns a portfolio of around 60 customers representing roughly $2.5M in annual revenue. Your main job is keeping those customers happy, healthy, and renewing. You will make sure they are getting real results from Ada, catch risk early, and run renewals from start to finish. You will also carry an expansion target, giving you real experience owning a number and spotting growth opportunities, with coaching and support around you as you build those skills.

This is a scaled, high-volume role where you will learn to manage a full book, knowing where to spend your time, which accounts need attention this week, and how to keep everyone else moving forward without a lot of hand-holding.

Key outcomes and responsibilities include:

• Retain your book. Own renewals across your portfolio and hit your retention target. Start renewal conversations early and don't let anything show up as a surprise.
• Keep customers healthy. Track usage, automation rates, and account health. Spot at-risk accounts early and build a plan to turn them around.
• Show customers the value they're getting. Run regular check-ins and business reviews that connect Ada to results the customer cares about, like resolved conversations, cost savings, or team capacity.
• Grow where it makes sense. Find expansion opportunities inside your book, such as higher conversation volume, new channels, or new use cases, and work toward your expansion target.
• Build relationships. Get to know your day-to-day contacts well and build connections with the decision-makers who own the budget and the renewal.
• Forecast accurately. Keep Salesforce up to date and give a clear, honest read on renewals and pipeline every week.
• Know when to escalate. Recognize when an account has outgrown Accelerate or needs more senior help, and bring in the right people.

Skills and experience

To qualify for this position, candidates should possess the following skills and experience:

• 1+ year of experience in a customer-facing or commercial role, such as Account Manager, BDR/SDR, Customer Success, or Account Executive, ideally in B2B SaaS.
• You're organized and comfortable juggling a lot of accounts at once without letting things slip.
• You like talking to customers and you're good at figuring out what they actually care about.
• You're curious about how a business runs and want to understand the numbers behind your customers' results.
• You stay calm when a customer is frustrated and you follow through on what you say you'll do.
• You're coachable. You ask for feedback, act on it, and get better quickly.
• You can explain what a customer needs to internal teams like Support, Product, and Solutions in a clear, simple way.
• You're comfortable in tools like Salesforce, Google Workspace, or MS Office, and pick up new software fast.
• Bonus: you've carried a quota or target before, even a small one.

About the company

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we see growth as a reflection of each individual owner's personal growth, with values rooted in driving progress and continuous improvement.

What's on offer

Full-time, permanent employees have access to a comprehensive package of benefits and perks designed to support well-being, growth, and work-life balance:

• 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.