AI-Led Scaled Customer Success Manager

Job description

**TL;DR**This is a senior hybrid role, half building the scaled programs engine, half account ownership. You'll own a cohort of scaled customers directly, running their onboarding, driving adoption, and retaining them, while designing the scaled enablement programs, curricula, webinars, onboarding journeys, and lifecycle communications, that teach an entire customer base how to build with Lovable. Your book of accounts is a test bed and a live classroom. What you prove there becomes the playbook for the whole CS organization. This role suits a past CSM ready to multiply their impact through scaled education, content, and automation, owning revenue outcomes like a CSM while building like a program leader. **Why Lovable?**Lovable is the software creation platform that gives people the power to act on the problems closest to them. For decades, turning an idea into software required so much capital, technical fluency, and time that many ideas never came to life. Lovable is the counterargument: a platform for all people with ideas, ambition, and problems worth solving. From solopreneurs to small business owners to teams at companies like Adidas and Zendesk, people have built over 60 million projects on Lovable since its launch in November 2024. And we're just getting started. We're building a generational company from Stockholm, with growing teams in London, Boston, New York, and San Francisco. Our team is small, talent-dense, and moving quickly, with a culture rooted in extreme ownership, high velocity, and low-ego collaboration. We look for people who care deeply, ship fast, and are eager to make a dent in the world. Lovable is one of TIME's 100 Most Influential Companies and has been recognized on the Forbes AI 50 and CNBC Disruptor 50, reflecting our momentum as one of Europe's fastest-growing AI companies and one of the most ambitious places to build in this next era of software. **What you'll do** *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 **How we'll measure success** Scaled CS runs on the same core metrics as the rest of the team, no separate scoreboard. - Gross retention (DRR/GRR) on your book, the north star for the segment - Net active builders and net load-bearing apps, the impact of your programs across all accounts - Education metrics: learning-path completion, live session engagement, and time-to-first-value for educated vs. non-educated cohorts - Program metrics: onboarding completion, comms performance, and re-engagement conversion - Leverage metrics: motions from your book that graduate to team-wide adoption **What we're looking for** - 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