Serve as a senior technical advisor throughout pre-sales and post-launch engagements. Design integrations between Ada’s AI Agent and client systems, including CRMs, contact centers, commerce platforms, knowledge bases, and BI tools. Lead technical discovery, define requirements, scope bespoke solutions, build proofs of concept, and guide implementations to production with engineers. Support Customer Success, resolve technical obstacles, create reusable integration patterns, and provide product feedback based on recurring client needs.

Manage a portfolio of approximately 60 B2B SaaS customers, owning retention, renewals, account health, forecasting, and expansion opportunities. The role involves conducting customer check-ins and business reviews, demonstrating product value, identifying risks, coordinating with internal teams, and escalating accounts when needed. Success requires strong organization, customer communication, commercial awareness, follow-through, and comfort managing a high-volume book of business.

Support and retain SMB and MME customers through scaled customer success, technical guidance, proactive engagement, automated strategies, and platform adoption. Resolve escalated inquiries, identify at-risk accounts, host customer meetings, drive automated resolutions, and collaborate with Product, Engineering, Marketing, Sales, Analytics, and Professional Services to improve customer outcomes and retention.