AI Scaled Customer Success Programs

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