AI-Led Scaled Customer Success Manager

The role

This senior hybrid role involves building scaled enablement programs and owning a cohort of scaled customers. You will design curricula, webinars, and onboarding journeys while managing renewals and adoption for a book of accounts.

What you will do

• Own post-purchase lifecycle communications and customer education across email, in-app guides, Slack, and release comms
• Architect Lovable's customer education academy including learning paths and curricula
• Build and host live education including onboarding sessions, workshops, and feature deep-dives
• Design the digital onboarding journey for scaled customers
• Package content into repeatable formats for CSMs
• Instrument programs to tie education and performance to retention
• Own a book of ~100s scaled-segment accounts end to end
• Run a disciplined renewal motion and manage risk
• Guide customers from first project to load-bearing app
• Surface product blockers, expansion signals, and success stories to Product, Sales, and Marketing

Required qualifications

• 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
• Comfortable prototyping with modern tools including Lovable
• Ability to automate workflows and use AI to extend reach
• Strong written and presentation skills
• Data fluency to form hypotheses and instrument programs
• Comfort with ambiguity and a bias to ship

Nice to have

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

About the company

Lovable is a software creation platform that allows people to turn ideas into software. The company is based in Stockholm with teams in London, Boston, New York, and San Francisco.