Customer Success Manager

Ada Support Inc.

Ada's product makes it easy for support teams to provide an amazing support experience at scale. As an early member of Ada’s Customer Success team, your job is to embody the Ada experience as you guide our customers to a successful experience with our product.

This entails direct communication with our customers in which you will set and then exceed expectations, communicate in as concise and visual a manner as possible, and provide superior customer support. Your commitment to these values is incredibly important as our product’s development is being modeled after you.

Responsibilities

Bot Building

You will be an expert in building bots with Ada’s product. This requires creatively converting long form support articles into a delightful, visual, and succinct chat experience.

Onboarding

You will guide customers through successful Ada launches, performing regular check-ins throughout their journey with Ada.

Retention & Upselling

You will regularly check in with existing customers to ensure their continued success with our product, capitalize on opportunities to increase the size of their account, and create success stories that will contribute to Ada’s growth.

Analysis & Insights

As the primary point of contact for many customers, you will analyze the value that each team is getting out of Ada and draw insights to both improve the customer's’ experience as well as our product. This entails capturing and communicating customer feedback and feature requests to Ada’s product team.

Scaling Success Efforts

As our customer base continues to grow, you will develop resources and processes that allow the success team to exceed the expectations of our customers and company at scale. This includes creating documentation, processes for tracking and managing check-ins, product walkthroughs, etc.

About You

You, above all, have a strong sense of empathy.

You delight in solving customers’ problems and understand the importance of solving them quickly and succinctly.

You must be a strong writer, capable of communicating complex ideas succinctly.

You have strong verbal skills and are excited about building relationships with customers over the phone, video, and sometimes in person.

You have excellent time management skills, capable of executing multiple projects simultaneously without intense supervision.

You are driven and self-motivated, excited about learning and growing in a rapidly evolving environment.

About Us

Ada Support is located at Queen & Spadina in downtown Toronto. As a member of our team, you will experience great health benefits, lunch breaks full of Nintendo switch action, access to a strong network of entrepreneurs, and mentorship.

Tags: Account Management, Client Services, customer happiness