Head of AI-Driven Customer Experience

Lovable; Stockholms kommun; On-site; SEK 1,100,000 - 1,700,000; Full time

Job summary

Lovable is looking for a Head of Customer Experience to own how customers succeed end-to-end, from first contact to enterprise adoption. This role merges Product, Engineering, and GTM to build an agentic-first CX function powered by AI.

You will shape ticketed and async support, architect scalable AI workflows, and create enterprise CX motions for strategic customers while translating feedback into actionable product improvements.

Qualifications

• 10+ years of experience, with at least 5 in a leadership role owning Customer Experience.
• AI-native operator—actively building agentic support systems today.
• Commercially accountable—owned NRR, churn, CSAT, or expansion targets with measurable results.
• Cross-functional fluency at the intersection of Product, Engineering, and GTM.
• Proven people leader—hired, developed and retained CX managers and ICs across time zones.
• Technical depth—comfortable in an engineering org and able to contribute to tooling.

Responsibilities

• CX function — own ticketed support, async support, incident response, and onboarding.
• Agentic support infrastructure — architect and build AI-powered systems that resolve issues and scale coverage without 1:1 headcount.
• The product feedback loop — turn customer signals into structured input for Engineering and Product.
• Enterprise CX — build dedicated support motions, office hours, and success touchpoints for large customers.
• Social support — own Lovable's presence across Reddit, Discord, LinkedIn, and Twitter/X.
• CX metrics — own CSAT, resolution time, time-to-value, and NPS.

Skills

Leadership

CX management

AI-native approach

Cross-functional collaboration

Data-driven decision making

Communication

Job description

Lovable is looking for a Head of Customer Experience to own how customers succeed end-to-end, from first contact to enterprise adoption. This role merges Product, Engineering, and GTM to build an agentic-first CX function powered by AI.

You will shape ticketed and async support, architect scalable AI workflows, and create enterprise CX motions for strategic customers while translating feedback into actionable product improvements.