AI Scaled Customer Success Programs

Scaled programs (~50%)

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  Own post-purchase lifecycle communications and customer education across every channel and segment: email, in-app guides, Slack, release comms, and re-engagement plays

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  Architect Lovable's customer education academy, defining learning paths, designing the curricula and content (courses, video, labs, certification-ready material), and owning the roadmap from first course to a full academy

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  Build and host live education, including onboarding sessions, workshops, and feature deep-dives, turning recordings into an on-demand library

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  Design the digital onboarding journey for scaled customers, with sequenced comms, in-app guidance, and self-serve resources anchored to the learning paths

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  Package content into repeatable formats CSMs can deliver in their own accounts

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  Instrument everything to tie education and program performance to retention

Customer ownership (~50%)

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  Own a book of ~100s scaled-segment accounts end to end: run a disciplined renewal motion and manage risk early through direct engagement and automated plays, monitoring account health along the way, with most accounts self-served through your programs and your time reserved for moments of risk and opportunity

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  Guide customers from first project to load-bearing app, helping admins deploy the platform well and helping builders ship applications their teams depend on

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  Partner with Support to triage customer questions, keeping your time focused on proactive, high-leverage work

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  Surface product blockers, expansion signals, and success stories to Product, Sales, and Marketing, capturing the voice of the customer

• 6-8+ years in Scaled Success, customer success, customer education, or post-sales roles, with 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, spanning both instructor-led and self-serve formats

• A builder's instinct: comfortable prototyping with modern tools including Lovable itself, automating your own workflows, and using AI to extend your reach

• Strong written and presentation skills, sharp enough to write an email sequence that converts and hold a room of 200 customers

• Data fluency: you form hypotheses, instrument the programs to test them, and let results decide what scales

• Comfort with ambiguity and a bias to ship, this segment is being built and you'll help define how it works

• Bonus: experience in a consumption/credit-based pricing model, PLG-to-enterprise motion, or developer/builder-adjacent products