Customer Experience Lead

WHO WE ARE Serval http://serval.com is an AI-native automation platform transforming how enterprises operate. We build intelligent agents that understand real-world workflows and execute them end-to-end — replacing manual processes and rigid legacy systems with adaptive, learning software. Founded in early 2024, Serval is already trusted by companies like Fox, Notion, Perplexity, Vercel, and Brex to automate high-volume, high-friction operational work across their organizations. At the core of Serval is an agentic AI platform that turns natural language into production-grade workflows. Our agents don’t just respond to requests — they reason, take action across systems, and continuously improve with usage. What began with operational use cases has quickly evolved into a horizontal AI automation layer used across IT, HR, Finance, Security, Legal, and Engineering. Our mission is to eliminate repetitive, manual work across the enterprise and give teams leverage through intelligent automation. Long term, we’re building the universal AI operations layer — a system of agents that sits across business functions and runs the workflows that keep modern companies moving. We’re backed by leading investors including Sequoia Capital, Redpoint Ventures, Meritech, First Round, General Catalyst, Elad Gil, and others. ROLE OVERVIEW The customers who love us most are often the ones we hear from least. As our Customer Experience Lead you'll own the experience customers have with Serval after the contract is signed: how they are welcomed, how they get live, how they are celebrated, and how they connect with each other. This is a build-it-from-scratch role. Expect increasing scope, budget, and team as customer experience becomes a core pillar of how Serval grows. WHO YOU ARE - Customer-obsessed and creative. You see every touchpoint, from a welcome gift to a support ticket, as a chance to turn a customer into a champion. - Allergic to generic swag and "best practices" community playbooks that produce a quiet Slack channel. You'd rather try something personal and bold than execute something safe. - A doer, not a delegator. You're equally comfortable running a community AMA, building a Salesforce report on go-live milestones, or hand-picking the gift that makes a CIO's week. WHAT YOU'LL DO - Own and grow our Slack community: set the vision, structure, and programming (AMAs, office hours, peer roundtables, product previews, member spotlights) that turns it into a place customers come back to. - Partner with Field Marketing to run customer events, meetups, and user groups, and to get customers to events. - Own the customer experience at Serval Summit, our annual user conference, in partnership with Events Marketing: from customer speakers and sessions to the moments that make it the event customers won’t miss. - Own welcome gifts, milestone gifting, and Serval School certified gifting: design the moments, set the budget, manage vendors, and automate recognition so no key moment is missed. - Improve the implementation experience: map the journey from signed contract to go-live, find the friction, and work with Deployment and Customer Success to fix it. - Own the Customer Advisory Board: member selection, charter, cadence, and closing the loop on every piece of feedback. - Act as a key stakeholder for user content and support: bring community and customer signals to Product, Sales, Support, and Brand and help set priorities for what gets written or fixed. - Source customer stories, references, and speakers in partnership with Sales and Brand/Comms. - Create the metrics that are valuable to track and report out on the impact of your programs through them (community engagement, customer sentiment, references, expansion and retention influenced, etc) - Set the vision and strategy on how we create the most epic customer experience and community on the planet! WHAT YOU'LL NEED - 6+ years of experience in customer marketing, customer experience, community, or customer success, including 2+ years building or running a B2B community. - Proven track record of running programs that link customer love to measurable outcomes such as retention, expansion, or pipeline. - Experience running a customer advisory board or similar advocacy program. - Strong operator skills: you can run a gifting budget, manage vendors, and build lightweight automation without a large team. - Proficiency with Salesforce, HubSpot (or similar), and community tooling. - Strong data analysis skills. You can build reports, interpret metrics, and make data-driven decisions. - Strong collaborator who earns trust quickly across Sales, Customer Success, Deployment, and Marketing. - Excellent writing and facilitation skills, and good judgment about what technical customers find valuable instead of noisy. - Comfortable moving fast, experimenting, and adjusting in real time. - Comfortable with up to 20% travel for customer events and Serval Summit. NICE TO HAVE - Previous experience marketing to or building community with IT, Engineering, or Security leaders. - Experience managing a certification or customer education program. - Familiarity with gifting platforms and direct-mail tools. WHAT WE OFFER - Impact: Be a key player in shaping the success of our product and company. - Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company. - Culture: Join a culture that values innovation, ownership, accountability, and fun.