Customer Experience Lead

Customer Experience Lead

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.

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.

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!

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.

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.

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.