AI Scaled Customer Success Programs

Boston · San Francisco · New York City · 6-8 years experience · Full-time · Onsite · Posted Oct 14, 2026

At a glance

This is a senior hybrid role combining the design of scaled customer success programs with direct account ownership.
You will manage a cohort of scaled customers while building scaled enablement programs, curricula, webinars, and lifecycle communications.

Own post-purchase lifecycle communications and customer education across channels such as email, in-app guides, Slack, release comms, and re-engagement plays.
Architect Lovable's customer education academy, defining learning paths, curricula, content, and owning the roadmap.
Build and host live education including onboarding sessions, workshops, and feature deep-dives.
Design the digital onboarding journey for scaled customers with sequenced comms, in-app guidance, and self-serve resources.
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 scaled-segment accounts end to end, running disciplined renewal motions and managing risk through direct engagement and automated plays.
Guide customers from first project to load-bearing app, helping admins deploy the platform and builders ship applications.
Partner with Support to triage customer questions and focus time on proactive, high-leverage work.
Surface product blockers, expansion signals, and success stories to Product, Sales, and Marketing.

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 including curricula, learning paths or academies, webinars, digital onboarding, lifecycle email, or community.
A builder's instinct, comfortable prototyping with modern tools including Lovable itself, automating workflows, and using AI to extend reach.
Strong written and presentation skills, capable of writing converting email sequences and presenting to large groups.
Data fluency to form hypotheses, instrument programs to test them, and let results decide what scales.
Comfort with ambiguity and a bias to ship.

Experience in a consumption/credit-based pricing model, PLG-to-enterprise motion, or developer/builder-adjacent products.