AI Scaled Customer Success Programs

Bostonfull timeOn Site

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senior

$118k–$160k

H1B: no

Lovable This senior hybrid role at Lovable involves building scaled customer success programs and owning a cohort of scaled customers to drive onboarding, adoption, and retention. The role includes designing curricula, webinars, onboarding journeys, and lifecycle communications for customer education.

Responsibilities

Scaled programs (~50%)
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 the 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
Customer ownership (~50%)
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
Guide customers from first project to load-bearing app, helping admins deploy the platform well and helping builders ship applications their teams depend on
Partner with Support to triage customer questions, keeping your 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

Qualification

6-8+ years in Scaled SuccessA builder's instinctStrong written and presentation skillsData fluencyBonus

Required

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

Company

Lovable

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Source: ashby

Active within the past hour

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emailin-app guidesSlackwebinarscustomer educationonboarding journeys

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AI Scaled Customer Success Programs at Lovable · LumiJobs