# AI Scaled Customer Success Programs

**Company:** [Lovable](https://hotfix.jobs/companies/lovable)
**Location:** Boston, MA
**Role:** Customer Success
**Experience:** 6+ years
**Skills:** Customer Success, Customer Education, Lifecycle Communications, Digital Onboarding, Curriculum Design, Webinars, In-App Guides, Slack, AI, Automation, Data Analysis, Renewal Management
**Posted:** 2026-08-28

> Own a scaled customer success book while building one-to-many education, onboarding, lifecycle communications, and automation programs. The role requires 6–8+ years in customer success or post-sales, renewal ownership, strong retention results, and experience delivering scalable customer education.

## Job Description

## 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.

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