AI Scaled Customer Success Programs
Boston, San Francisco, New York City$117.5k - $159.5k + equityFull-timePosted 1mo ago
About the role
Senior hybrid role focused on building Lovable's scaled customer success programs while owning a book of scaled accounts. Combines program design and execution (education, onboarding, enablement) with direct customer ownership to drive retention and revenue outcomes.
Responsibilities
- Own post-purchase lifecycle communications and customer education across every channel and segment: email, in-app guides, Slack, release comms, and 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 from first course to a full academy
- Build and host live education, including onboarding sessions, workshops, and feature deep-dives, turning recordings into an on-demand library
- Design the digital onboarding journey for scaled customers, with sequenced comms, in-app guidance, and self-serve resources anchored to the learning paths
- Package content into repeatable formats CSMs can deliver in their own accounts
- Instrument everything to tie education and program performance to retention
- Own a book of ~100s scaled-segment accounts end to end: renewals, risk management, proactive engagement, and scalable, mostly self-serve programs
- Guide customers from first project to load-bearing app, helping admins deploy the platform and builders ship applications their teams depend on
- Partner with Support to triage customer questions, keeping time focused on proactive, high-leverage work
- Surface product blockers, expansion signals, and success stories to Product, Sales, and Marketing, capturing the voice of the customer
Qualifications
- 6-8+ years in Scaled Success, customer success, customer education, or post-sales roles with renewals ownership and strong retention track record
- Deep experience designing and delivering one-to-many programs at scale: curricula, learning paths or academies, webinars, digital onboarding, lifecycle email, or community
- Builder's instinct: prototyping with modern tools including Lovable, automating workflows, and using AI to extend reach
- Strong written and presentation skills, capable of writing conversion-focused emails and delivering to large groups
- Data fluency: form hypotheses, instrument programs to test them, and let results decide scaling
- Comfort with ambiguity and bias to ship; segment is being built
- Bonus: experience in consumption/credit-based pricing, PLG-to-enterprise, or developer/builder-adjacent products
Skills
Required:Scaled customer success program designCustomer education content developmentOnboarding design and executionData analysis and program measurementCommunication and stakeholder management
Benefits
- Equity
- Competitive compensation within the stated range
- On-site work in multiple major U.S. cities (Boston, NYC, San Francisco)
Last updated Oct 21, 2026. Interested? Apply on the company site.
About Lovable
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Build software products, using only a chat interface
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