Account Manager, Ada Accelerate

About Us Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless. Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. 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. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you. Learn more at www.ada.cx . Our Role 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'll make sure they're getting real results from Ada, catch risk early, and run renewals from start to finish. You'll also carry an expansion target and will give 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. You won't go deep on a handful of accounts. You'll 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. About You 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. Outcomes 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. Fo