Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- AI/Scaled Customer Success Lead developing automation systems for customer success at Lovable. Spearheading customer engagement strategy and lifecycle automation in a fast-paced environment.
Responsibilities
- 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.
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