AI Scaled Customer Success Programs

Lovable

3d•Hybrid

About The Position

This is a senior hybrid role that involves both building scaled programs and direct account ownership. The role holder will manage a cohort of scaled customers, overseeing their onboarding, adoption, and retention. Simultaneously, they will design scaled enablement programs, including curricula, webinars, onboarding journeys, and lifecycle communications, to educate the entire customer base on building with Lovable. The accounts managed will serve as a testing ground, and successes will inform the broader Customer Success organization's playbook. This position is ideal for a former Customer Success Manager (CSM) looking to amplify their impact through scaled education, content, and automation, driving revenue outcomes while functioning as a program leader.

Requirements

6-8+ years 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 (curricula, learning paths or academies, webinars, digital onboarding, lifecycle email, or community), including instructor-led and self-serve formats.
A builder's instinct: comfortable prototyping with modern tools (including Lovable), automating workflows, and using AI to extend reach.
Strong written and presentation skills.
Data fluency: ability to form hypotheses, instrument programs for testing, and analyze results.
Comfort with ambiguity and a bias to ship.
Experience in a consumption/credit-based pricing model.
Experience in a PLG-to-enterprise motion.
Experience with developer/builder-adjacent products.

Responsibilities

Own post-purchase lifecycle communications and customer education across all channels and segments (email, in-app guides, Slack, release comms, re-engagement plays).
Architect Lovable's customer education academy, defining learning paths, designing curricula and content (courses, video, labs, certification-ready material), and owning the roadmap.
Build and host live education sessions, including onboarding, workshops, and feature deep-dives, and convert recordings into an on-demand library.
Design the digital onboarding journey for scaled customers, incorporating sequenced communications, in-app guidance, and self-serve resources linked to learning paths.
Package content into repeatable formats that CSMs can utilize in their accounts.
Instrument all programs to measure the impact of education and program performance on retention.
Own a book of approximately 100s of scaled-segment accounts end-to-end, managing renewals and risk through direct engagement and automated plays.
Monitor account health, with most accounts self-served through programs, reserving personal time for critical moments of risk and opportunity.
Guide customers from initial project setup to deploying load-bearing applications, assisting admins and builders.
Partner with Support to triage customer questions, focusing personal time on proactive, high-leverage work.
Surface product blockers, expansion signals, and success stories to Product, Sales, and Marketing teams.