Full-Time
Director of Professional Services
Posted on 10/3/2025
Ada
501-1,000 employees
AI-powered no-code customer support automation platform
No salary listed
Remote in USA + 1 more
More locations: Remote in Canada
Hybrid
 Consulting (2) |
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- 10+ years’ experience in Professional Services or technical delivery roles within high-growth SaaS; 5+ years leading multi-disciplinary PS teams
- Demonstrated success running a P&L-positive PS organization (utilization, margin, attach-rate)
- Former developer, architect, or hands-on implementation leader with deep knowledge of APIs, data flows, and AI/ML solution design
- Track record building scalable delivery frameworks and tooling in ambiguous, fast-moving environments
- Expert at translating complex technical topics for executive, product, and engineering audiences
- Proven ability to sell services - from pre-sales scoping through SOW negotiation and expansion
- Experience enabling or managing partner/consulting ecosystems
- Passion for mentoring, inclusive leadership, and cultivating high-performance cultures
- Ability to travel 10-15% for key client and team engagements
- Build & scale the team – Recruit, onboard, coach, and retain top-tier PS talent; establish career paths and mentoring programs
- Drive profitable delivery – Design repeatable implementation playbooks, utilization models, and forecasting processes that hit revenue and margin targets
- Own services sales strategy – Partner with Sales & Solutions teams on scoping, packaging, and pricing; guide deal strategy to maximize attach-rate and expansion
- Act as executive sponsor – Step in on complex AI deployments to unblock issues, align C-suite stakeholders, and guarantee successful outcomes
- Enable partner ecosystem – Certify and manage external consultancies so they operate as an extension of Ada, increasing capacity without sacrificing quality
- Champion technical excellence – Roll up your sleeves to design LLM-powered agent flows, API integrations, and data pipelines alongside Product & Engineering
- Measure what matters – Set and monitor KPIs (PS margin, utilization, CSAT/NPS, time-to-value, partner revenue) and continuously optimize
- Feedback loop to Product – Surface implementation insights that influence roadmap, tooling, and serviceability improvements
Ada provides a no-code, AI-native platform for enterprise customer service automation across messaging, voice, and email. It uses a Reasoning Engine, generative AI, and natural language understanding to interpret customer intent and automate workflows, resolving many inquiries. The platform integrates with CRM and e-commerce systems like Salesforce, Zendesk, and Shopify, supports 50+ languages, and can autonomously resolve up to about 83% of conversations, freeing human agents for complex issues. Ada’s goal is to repair broken brand interactions by delivering instant, 24/7 personalized support and turning customer service into a revenue-generating function.
Company Size
501-1,000
Company Stage
Series C
Total Funding
$190.5M
Headquarters
Toronto, Canada
Founded
2016
Simplify's Take
What believers are saying
- Voice channel automation addresses traditionally expensive service medium, opening new revenue opportunities.
- Medallia partnership bridges AI measurement gap, enabling enterprises to scale beyond simple use cases.
- Multi-language support across 50+ languages positions Ada to capture global enterprises standardizing platforms.
What critics are saying
- Zendesk, Salesforce, Intercom embed native AI agents; customers consolidate vendors, eliminating Ada's layer.
- Meta, Verizon, Shopify build proprietary in-house agents; tier-one customer churn compresses revenue growth.
- OpenAI GPT-5 and competing LLMs commoditize Ada's engine; enterprises build equivalent agents in-house.
What makes Ada unique
- Patent-pending dual-reasoning architecture maintains consistency across voice, messaging, social, email channels.
- SOC 2, GDPR, HIPAA, AIUC-1 certifications enable expansion into regulated financial services, healthcare.
- Deployed 550+ AI agents across 85 countries, processing 5.5 billion interactions annually at scale.
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Benefits
Unlimited Paid Time Off
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Wellness Program
Mental Health Support
Flexible Work Hours
Remote Work Options
Professional Development Budget
Home Office Stipend
Growth & Insights and Company News
6 month growth
↑ 2%1 year growth
↓ -2%2 year growth
↓ -4%Ada, a customer experience AI company, has launched its unified Reasoning Engine, a single intelligence layer powering AI agents across all customer service channels. The patent-pending technology enables enterprises to design once and deploy across voice, messaging, social and email whilst maintaining consistency. The engine features a dual-reasoning architecture that provides immediate responses whilst handling complex background tasks. Ada has extended automation capabilities to voice channels, traditionally the most expensive service medium, with Playbooks and Coaching now available. Founded in 2016, Ada has deployed over 550 AI agents globally, powering 5.5 billion interactions for brands including Ancestry, Pinterest and Square. The company operates across 85 countries with SOC 2, GDPR, HIPAA and AIUC-1 certification. The unified approach reduces manual maintenance effort whilst improving automated resolution rates and lowering cost-per-contact.
Medallia and Ada have announced a strategic partnership combining Medallia's customer experience intelligence with Ada's AI-powered customer service platform. The collaboration aims to bridge the gap between customer insights and automated action, addressing the challenge that only 5% of enterprise AI pilots deliver measurable business impact, according to a 2025 MIT study. The joint solution integrates Ada's AI agent conversations into Medallia's analytics platform, which processes over 8.2 billion records annually. This enables organisations to identify high-friction customer issues and deploy AI-powered automation for complex enquiries whilst maintaining quality safeguards. The partnership allows contact centre leaders to scale AI agents beyond simple use cases to more sophisticated workflows, with outcomes feeding back into Medallia for continuous improvement and measurement.
Ada, an automated customer service platform, has raised $19 million in Series A funding. The Canadian startup, co-founded by Mike and David, originally began as Volley, a professional networking community, before pivoting to customer support automation. The founders' transition came after repeatedly hearing from customers about customer support challenges at scale. They spent months working as customer support representatives to understand the problem firsthand before building Ada's first version. Ada now helps customers automate up to 70% of customer interactions and has served over 50 million customers worldwide through clients including TELUS, Coinbase and Upwork. The company plans to expand beyond automating inquiries to automating customer actions by integrating with core enterprise systems, aiming to become a global leader in automated customer service.
Aerska has emerged from stealth and announced a $21m seed raise to advance its pipeline of medicines and grow its Irish and UK operations.
Ada, a Toronto, Canada-based Automated Customer Experience (ACX) company, raised $130M in Series C financing