Senior Customer Advocacy Manager

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, Canva, 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.

About the Role

We’re seeking a strategic and relationship-driven Senior Customer Advocacy Manager to elevate how we celebrate and engage customers to increase retention and growth. This role will own the customer advocacy program, transforming customer success into compelling stories, scalable initiatives that are baked into the customer journey, and actionable insights that fuel our GTM motions.

You’ll collaborate across Marketing, Customer Success, Product, and Sales to amplify the customer voice, strengthen engagement, and drive measurable business impact.

About you

• 5+ years of experience in customer advocacy, marketing, or community management within a B2B tech/SaaS environment.
• Proven success building and scaling advocacy or reference programs.
• Exceptional communication, storytelling, and relationship management skills.
• Experience with advocacy and community platforms is a plus (e.g., Influitive, Higher Logic, or similar).
• Strong analytical and cross-functional collaboration skills.
• Excellent written and verbal communication skills across audiences and formats.
• Influences and engages senior stakeholders to drive customer-centric decision-making.

Outcomes

• Design and scale a global customer advocacy program encompassing references, case studies, user groups, CABs, community initiatives, PR, and more.
• Identify and cultivate customer advocates through personalized engagement, storytelling, and recognition programs.
• Develop compelling customer stories that demonstrate measurable business value and align with strategic GTM priorities.
• Define success frameworks with clear metrics to track, analyze, and communicate program impact across the organization.
• Lead and grow the customer community, driving meaningful engagement, peer-to-peer connection, and customer loyalty.
• Foster advocacy and retention through campaigns, events, and communication initiatives that strengthen relationships and brand affinity.
• Collaborate with marketing, events, and communications teams to integrate customer voices across campaigns, content, and flagship experiences like the annual user conference.
• Activate customer proof points for sales and marketing to accelerate deal cycles and reinforce market credibility.
• Translate customer insights into actionable feedback for product, marketing, and GTM teams to inform roadmap and experience improvements.
  #LI-NS1

Benefits & Perks

At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:

Benefits

• 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.

Perks

• 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.
  
  

The above Benefits and Perks only apply to full-time, permanent employees.

Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.