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.
Our Role
We are seeking a Director, Product Marketing to define and own the go-to-market strategy for Ada’s AI customer service platform. You will be responsible for crafting compelling narratives that highlight our product value propositions, differentiate Ada from competitors, and establish our product as an essential component of every customer service stack. Working closely with Sales, Marketing, Product, and CS teams, you will ensure cohesive and measurable product marketing strategies.
About You
- 10+ years in product marketing; 5+ years in a leadership role with a B2B SaaS product
- Demonstrated track record of developing and executing successful product marketing strategies in a dynamic technology environment, including geographic expansion
- Exceptional leadership and team-building skills, with a proven ability to inspire and develop top talent in a fast-paced environment
- Deep understanding of AI technology, market dynamics, and customer needs.
- Visionary thinker with an eye for detail, capable of connecting long term strategy with short term execution.
- Proven ability to influence senior executives and cross-functional teams to drive strategic initiatives and achieve business goals
- Strong marketing competencies across strategic planning, content creation, sales enablement, and performance reporting
- Strong analytical skills, with demonstrated capabilities in interpreting data and qualitative research
Outcomes
- Define and execute a comprehensive product marketing strategy that accelerates adoption for Ada in the AI customer service market.
- Lead and mentor a high-performing product marketing team. Foster a culture of drive, innovation, and long-term thinking.
- Conduct thorough market research to understand customer needs, competitive landscape, and market trends. Develop target buyer and user personas to inform product strategy and marketing campaigns.
- Execute and maintain a competitive intelligence program that informs product roadmap priorities and enables sales with strong competitor battle cards and messaging.
- Develop a solution-based competency within the PMM organization. Create messaging and content that positions Ada as the best solution for AI customer service, across verticals and channels.
- Represent Ada at industry events and conferences. Develop thought leadership content that establishes Ada as a market leader and engaging with key customers and partners
- Establish KPIs, guide experimentation, and report on product marketing impact and ROI
The expected salary range for this position is $180,000 - $230,000. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
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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.
Top Skills
What We Do
Built for support teams, Ada's AI-powered customer service automation platform helps enterprises effortlessly resolve their customer inquiries in any language or channel. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide.
Why Work With Us
Join Ada at the forefront of AI-powered customer service.
We’re a team of brilliant and fast-moving minds driven toward defining the future of automation.
Our radically transparent culture energizes and inspires us to continuously raise the bar.
Make an impression. Own it at Ada.
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