AI Scaled Customer Success Programs

Lovable•San Francisco, CA

10d•$117,500 - $159,500

About The Position

This senior hybrid role combines ownership of a portfolio of scaled customers with building customer education and scaled success programs. You will manage onboarding, adoption, renewals, retention, and account risk for a book of hundreds of accounts, using direct engagement for important moments and automated programs to support customers at scale. Your accounts will also serve as a test bed for approaches that can become playbooks for the broader Customer Success organization. You will design and operate Lovable’s customer education academy and scaled lifecycle programs, including learning paths, curricula, courses, videos, labs, webinars, onboarding journeys, in-app guidance, lifecycle communications, and reusable content for CSMs. You will measure program performance and connect education to customer outcomes, including retention and time-to-value. The role partners with Support, Product, Sales, and Marketing to address customer needs, surface product blockers and expansion signals, and share customer stories.

Requirements

6–8+ years of experience in scaled success, customer success, customer education, or post-sales roles.
Direct ownership of renewals and a track record of strong retention.
Deep experience designing and delivering one-to-many programs at scale, such as curricula, learning paths, academies, webinars, digital onboarding, lifecycle email, or community programs.
Experience with both instructor-led and self-serve formats.
Comfort prototyping with modern tools, including Lovable, automating workflows, and using AI to extend reach.
Strong written and presentation skills, including the ability to write effective email sequences and present to large customer groups.
Data fluency, including forming hypotheses, instrumenting programs, and using results to decide what to scale.
Comfort with ambiguity and a bias toward shipping in a developing segment.

Nice To Haves

Experience with a consumption- or credit-based pricing model.
Experience with a product-led growth-to-enterprise motion.
Experience with developer- or builder-adjacent products.

Responsibilities

Own post-purchase lifecycle communications and customer education across channels and segments, including email, in-app guides, Slack, release communications, and re-engagement programs.
Architect the customer education academy, define learning paths, design curricula and content, and own its roadmap.
Build and host onboarding sessions, workshops, and feature deep-dives, and turn recordings into an on-demand library.
Design digital onboarding journeys for scaled customers, including sequenced communications, in-app guidance, and self-serve resources.
Package educational content into repeatable formats that CSMs can use with their own accounts.
Measure education and program performance and connect it to retention.
Own a portfolio of hundreds of scaled-segment accounts, including renewals, early risk management, account health monitoring, and proactive customer engagement.
Guide customers from their first project to load-bearing applications, helping administrators deploy the platform and builders ship applications their teams rely on.
Partner with Support to triage customer questions and focus time on proactive, high-leverage work.
Share product blockers, expansion signals, success stories, and customer feedback with Product, Sales, and Marketing.
Drive outcomes measured by gross retention, net active builders, net load-bearing apps, education and program performance, and adoption of successful motions across the team.