AI/Scaled Customer Success Lead at Lovable

TL;DR: Lovable is growing fast and needs a builder to create the systems, automation, and programs that drive customer success at scale—so every customer gets the right touchpoint at the right time, without requiring a named CSM on every account. Why Lovable? Lovable lets anyone and everyone build software with any language. From solopreneurs to Fortune 100 teams, millions of people use Lovable to transform raw ideas into real products - fast. We are at the forefront of a foundational shift in software creation, which means you have an unprecedented opportunity to change the way the digital world works. Over 2 million people in 200+ countries already use Lovable to launch businesses, automate work, and bring their ideas to life. And we’re just getting started. We’re a small, talent-dense team building a generation-defining company from Stockholm. We value extreme ownership, high velocity, and low-ego collaboration. We seek out people who care deeply, ship fast, and are eager to make a dent in the world. What we’re looking for - 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—you can 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—you can move Product, CS, Marketing, and Support in the same direction without needing heavy process or a mandate - Comfortable with ambiguity and fast iteration—you ship a v1, learn, and improve; you 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 What you’ll do - 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 - Projects you'll tackle first: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 About your application Please submit your application in English. It’s our company language, so you’ll be speaking lots of it if you join. We treat all candidates equally - if you’re interested, please apply through our careers portal.