Head of Customer Experience

Lovable
Stockholm
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Extreme ownership","High velocity","Low-ego collaboration","Cross-functional collaboration","People leadership"]

Own the end-to-end customer experience for Lovable, from first interaction through enterprise adoption. Build an agentic-first CX function from the ground up at the intersection of Product, Engineering, and GTM—covering ticketed/async support, incident response, onboarding, and enterprise support motions. Create product feedback loops from CX signals, lead social support across channels, and drive CX metrics like CSAT, resolution time, time-to-value, NPS, churn, and expansion outcomes.

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FursaFursa
Lovable
Lovable
2 months ago

Head of Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own the end-to-end customer experience for Lovable, from first interaction through enterprise adoption. Build an agentic-first CX function from the ground up at the intersection of Product, Engineering, and GTM—covering ticketed/async support, incident response, onboarding, and enterprise support motions. Create product feedback loops from CX signals, lead social support across channels, and drive CX metrics like CSAT, resolution time, time-to-value, NPS, churn, and expansion outcomes.
Location: Stockholm
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own ticketed support, async support, incident response, and onboarding.
  • •Architect and build AI-powered, agentic support infrastructure that scales without headcount 1:1.
  • •Turn CX signals into structured product and engineering inputs to address what’s broken, confusing, or missing.
  • •Build enterprise CX motions including dedicated support, office hours, and success touchpoints.
  • •Own CX metrics and drive improvements across CSAT, resolution time, time-to-value, and NPS.

Key Requirements

  • •10+ years of experience, with at least 5 years in a leadership role owning Customer Experience.
  • •Actively build agentic support systems today (AI-native operator), not just planning to adopt AI.
  • •Commercially accountable experience owning outcomes like NRR, churn, CSAT, or expansion targets with specific results.
  • •Cross-functional fluency across Product, Engineering, and GTM.
  • •Proven people leadership experience hiring, developing, and retaining CX managers and ICs across multiple time zones.
Experience:10+ yearsAI-nativeDeveloper toolsPLG support
Skills:Extreme ownershipHigh velocityLow-ego collaborationCross-functional collaborationPeople leadership
Languages:English
Tech Stack:AI agents

Company Brief

Lovable
Lovable builds a conversational AI platform that lets users create apps and websites by chatting with AI, automating full‑stack development and integrations to rapidly produce production-ready software.
Industry: Developer Tools
Company Size: Medium (51 to 250 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series B
Headquarters: Stockholm, Sweden
Founded: 2023
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