Lovable

AI/Scaled Customer Success Lead

Lovable

full-time

Posted on:

Location Type: Hybrid

Location: Boston • California • Massachusetts • United States

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Job Level

Senior

About the role

  • Own the lifecycle automation engine end-to-end—design and run onboarding sequences, activation nudges, adoption milestone campaigns, renewal runway outreach, and expansion triggers across the full customer base
  • Build and operate health scoring + response playbooks—define what "healthy" means in Lovable (workspace activity, builds shipped, credit usage), operationalize it into health models, and fire automated playbooks when scores shift (e.g., dormant accounts, admin misconfigurations)
  • Stand up renewal risk early warning—build a 90–120 day early-warning system with automated save plays that escalate to a CSM only when warranted
  • Run a recurring 1:many enablement calendar—manage product update webinars, themed office hours, and roadmap previews in close partnership with CS, Product, and Marketing
  • Build the Voice of Customer pipeline—centralize NPS/CSAT, support signals, product data, and CS notes into a clear insights feed, and create a repeatable mechanism to route findings to leadership and close the loop with customers
  • Own customer communications at scale—templates, segmentation, and send infrastructure for launches, breaking changes, deprecations, and incident follow-ups; fast, coordinated, and consistent every time
  • Detect and route expansion signals—build workflows that surface growth intent (usage spikes, approaching limits, multi-team adoption) and hand off qualified signals to AEs and CSMs with context
  • Audit the current customer journey and identify the highest-leverage gaps in activation and adoption—then build the first automated sequences to address them
  • Define Lovable's health score model (metrics, weights, thresholds) and get it live in the toolstack with actionable alerts
  • Launch the first recurring office hours and webinar program, including content cadence, promotion, and feedback loop back to Product
  • Map out the renewal risk early-warning system and build the first save play playbooks end-to-end

Requirements

  • 4+ years in Customer Success Ops, Digital/Scaled CS, Lifecycle, or Growth (B2B SaaS)—you've built 1:many CS programs before and have the scars to prove it
  • Systems builder with sharp analytical instincts—define what "healthy" looks like, instrument it, build feedback loops, and iterate fast
  • Strong writer and communicator—your customer-facing copy is clear, crisp, and calm under pressure, especially for incident or breaking-change moments
  • Cross-functional operator—move Product, CS, Marketing, and Support in the same direction without needing heavy process or a mandate
  • Comfortable with ambiguity and fast iteration—ship a v1, learn, and improve; don't wait for perfect
  • Preferred: Experience in product-led growth or usage/consumption-based models; familiarity using AI tools to scale content creation, segmentation logic, and insight synthesis.
Benefits
  • Lovable lets anyone and everyone build software with any language.
  • Millions of people use Lovable to transform raw ideas into real products - fast.
  • We value extreme ownership, high velocity, and low-ego collaboration.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
lifecycle automationhealth scoringplaybookscustomer journey mappingdata analysismetrics definitionautomated sequencesfeedback loopscontent creationsegmentation logic
Soft Skills
analytical instinctsstrong writingcommunicationcross-functional collaborationadaptabilityproblem-solvingcustomer-facing skillscalm under pressureiterationoperational efficiency