Product Marketing Manager- Customer Advocacy

Who We Are Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform. Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation. We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management. About the role Our customers say things on calls that we wish every prospect could hear. An IT director tells us her team stopped drowning in password resets. A CIO mentions, almost in passing, that onboarding went from three days to twenty minutes. Right now most of those moments live in a Gong recording and go nowhere. We want you to change that. You'll be the person at Serval who knows our customers best. You'll get on calls with the IT teams using Serval, figure out what they actually built and what it changed for them, and turn that into the stories that power our campaigns, our website and our sales conversations. Part product marketer, part customer advocate, part journalist. If you've ever read a case study and thought "nobody talks like this," you're who we're looking for. What you'll do Go find the stories. You'll spend real time with customers: IT leaders, the admins who built workflows in Serval, sometimes the employees on the other end of the ticket. You'll sit in on pilot calls, dig through Gong, and keep a close relationship with our AEs, Deployment Strategists and CS team so you hear about the good stuff while it's still fresh. Get the numbers. A great story with no proof is just a nice quote. You'll work with usage data and our ROI models to pin down what changed: tickets that never got filed, hours handed back, access requests closed in minutes instead of days. Write them so people want to read them. Case studies, one-pagers, customer videos, quotes for the website, G2 reviews. You'll own each piece from first interview to final approval, including the back-and-forth with customer comms and legal that nobody loves but somebody has to do well. Put them to work. Every campaign we run should lean on a real customer. You'll partner with product marketing and demand gen so the right story shows up in the right launch, ad or landing page, and you'll make sure reps can find a relevant customer for any deal in under a minute. Build the bench. We need a group of customers who are genuinely happy to vouch for us on reference calls, webinars, panels and podcasts. You'll build that program, look after those people, and make sure we're not asking the same champion for a favor every week. And because you'll talk to more customers than almost anyone, you'll bring what you hear back to product and marketing. Your notes will shape how we talk about Serval. What you bring 3 to 6 years in product marketing, customer marketing or customer advocacy, ideally at a B2B SaaS company selling to technical buyers A portfolio of customer case studies and testimonials you led from interview to publish Strong interviewing skills: you can get an IT leader talking about real problems and pull out the numbers that matter Sharp, clear writing that turns technical workflows into business outcomes Comfort with data: reading usage metrics and ROI models and turning them into credible proof points Customer-facing presence and the judgment to build trust with champions and executives Experience working closely with sales and customer success teams in a fast-moving startup Nice to have Background in IT, ITSM, identity, security or enterprise software marketing Experience building a reference or advocacy program from scratch Video storytelling or production experience Familiarity with AI and automation products Hands-on experience with Gong, Salesforce, Notion and advocacy platforms 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.