Serval is the AI-native ESM that automates employee requests, onboarding/offboarding, just-in-time access, and more. Backed by General Catalyst, Sequoia and Redpoint.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
- 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
More about this role
Serval 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...
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