Accelerate Account Manager
Job Description
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The Accelerate Account Manager owns a portfolio of around 60 customers, representing roughly $2.5M in annual revenue. Your main job is ensuring these customers remain happy, healthy, and renewed. You’ll verify they’re achieving real results from Ada, identify risks early, and manage renewals from start to finish.
This is a scaled, high-volume role. You won’t focus deeply on just a few accounts but will manage a full book, determining where to allocate your time, which accounts need attention this week, and how to keep others progressing without excessive oversight.
About You
- At least 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 multiple accounts simultaneously without neglecting any.
- You enjoy engaging with customers and excel at understanding what truly matters to them.
- You’re curious about business operations and eager to grasp the numbers behind your customers’ results.
- You remain calm under pressure when dealing with frustrated customers and follow through on commitments.
- You’re coachable, actively seek feedback, and improve quickly.
- You can clearly communicate customer needs to internal teams like Support, Product, and Solutions.
- You’re proficient in tools like Salesforce, Google Workspace, or MS Office and adapt quickly to new software.
- Bonus: You’ve previously carried a quota or target, even a small one.
Outcomes
- Retain your book. Own renewals across your portfolio and meet your retention target. Initiate renewal conversations early and avoid surprises.
- Keep customers healthy. Monitor usage, automation rates, and account health. Identify at-risk accounts early and develop plans to turn them around.
- Show customers the value they’re receiving. Conduct regular check-ins and business reviews that connect Ada to meaningful results, such as resolved conversations, cost savings, or team capacity.
- Grow where it makes sense. Identify expansion opportunities within your book, such as increased conversation volume, new channels, or new use cases, and work toward your expansion target.
- Build relationships. Get to know your daily contacts well and establish connections with decision-makers who control the budget and renewal process.
- Forecast accurately. Keep Salesforce updated and provide clear, honest weekly insights on renewals and pipeline.
- Know when to escalate. Recognize when an account has outgrown the Accelerate team or requires more senior support, and bring in the appropriate resources.
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Ada (operating under ada.cx, legally Ada Support Inc.) is the premier, enterprise-grade Agentic Customer Experience (ACX) platform, customer service AI pioneer, and conversational automation powerhouse engineered to serve as the definitive, high-velocity omnichannel resolution, customer intelligence, and digital interaction layer for scaling global brands and Fortune 500 enterprises. Founded by technology innovators Mike Murchison and David Hariri, the company completely eliminates the severe systemic friction of modern corporate customer support—where expanding organizations encounter crippling support ticket volumes, high operational agent overhead, and lengthy resolution queues that destroy customer satisfaction (CSAT) scores—by deploying a sophisticated, multi-agent AI operating matrix. Moving far beyond traditional, passive decision-tree chatbots or restrictive keyword-matching tools, Ada natively unifies a patent-pending multi-model Unified Reasoning Engine that handles complex multi-turn workflows, structured customer service Playbooks, direct API action hooks to deep corporate back-ends (like Shopify, Salesforce, and Zendesk), and real-time Voice AI infrastructure into a single high-availability, no-code AI agent management workspace. Automating over 83% of standard customer inquiries and powering more than 5.5 billion interactions across 60+ languages for customer-obsessed giants like Meta, Square, Verizon, Monday.com, and YETI, the production-hardened infrastructure maintains elite safety honors as the first ACX suite to achieve AIUC-1 certification. Valued as an elite industry unicorn at $1.2 billion, the firm is backed by over $250 million in total elite institutional venture capital—anchored by tier-one global investors including Accel, Spark Capital, Tiger Global Management, Bessemer Venture Partners, and FirstMark Capital—alongside validation within the Canadian Government prestigious Global Hypergrowth Project. Under the hood, its technology core utilizes advanced intent-recognition models, real-time PII data masking, secure role-based access architectures, and automated regression simulation layers designed to ingest thousands of historical support tickets and run synthetic validation checks without reducing live production velocity. What sets Ada apart is its uncompromising dedication to replacing fragmented, legacy contact center software with absolute automated resolution predictability, comprehensive multi-channel continuity, and frontline interaction velocity; by bridging the gap between performance-intensive large language model capabilities and immediate, high-stakes consumer trust, the enterprise remains the category-defining cornerstone of modern algorithmic customer experience infrastructure and global AI transformation.
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