AI Scaled Customer Success Programs

Responsibilities

• Own post-purchase lifecycle communications and customer education across email, in-app guides, Slack, release communications, and re-engagement programs.
• Architect a customer education academy, including learning paths, curricula, courses, videos, labs, certification-ready content, and the roadmap.
• Build and host onboarding sessions, workshops, and feature deep-dives; convert recordings into an on-demand library.
• Design digital onboarding journeys for scaled customers using sequenced communications, in-app guidance, and self-serve resources.
• Package content into repeatable formats for CSM delivery and instrument education and program performance against retention.
• Own a large book of scaled-segment accounts, managing renewals, risk, account health, and proactive engagement.
• Guide customers from first project to load-bearing application, helping admins deploy the platform and builders ship dependable applications.
• Partner with Support to triage customer questions and focus on proactive, high-leverage work.
• Surface product blockers, expansion signals, and customer success stories to Product, Sales, and Marketing.

Success Metrics

• Gross retention, including DRR/GRR, across the assigned book.
• Net active builders and net load-bearing applications.
• Learning-path completion, live-session engagement, and time-to-first-value.
• Onboarding completion, communications performance, and re-engagement conversion.
• Adoption of successful customer motions across the broader team.

Requirements

• 6–8+ years of experience in scaled success, customer success, customer education, or post-sales roles.
• Direct ownership of renewals and a strong retention track record.
• Experience designing and delivering one-to-many programs at scale, including curricula, learning paths, academies, webinars, digital onboarding, lifecycle email, or community programs.
• Experience with both instructor-led and self-serve formats.
• Ability to prototype with modern tools, automate workflows, and use AI to extend reach.
• Strong written and presentation skills, including customer communications and large-group presentations.
• Data fluency, including forming hypotheses, instrumenting programs, and using results to determine what scales.
• Comfort with ambiguity and a bias toward shipping.

Nice-to-Haves

• Experience with consumption- or credit-based pricing models.
• Experience with product-led growth to enterprise motions.
• Experience with developer- or builder-adjacent products.