Customer Success Operations Manager

Who We Are 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 Sequoia Capital, Redpoint Ventures, Meritech, First Round, General Catalyst, Elad Gil, and others, and founded by product and engineering leaders from Verkada. Role Overview At most software companies, a customer's relationship with the product peaks at the demo. By the time they've been live for six months, they're using 40% of what they paid for and wondering if it was worth it. Serval is the opposite. Customers consistently get more value the longer they’re on the platform, because: They’ve continued to build out new workflows to address newly discovered use cases We’ve continued to ship new capabilities at lightning speed Their overall company is growing, increasing the complexity of their IT org Other teams organically learn about Serval and start adopting it The ceiling isn't what we sell them. The ceiling is what they can build. Your goal is to develop our post‑sales playbooks to turn our customer base into a compounding growth engine. Who You Are An operator with strong analytical rigor. You’re comfortable distilling complex concepts into the key insights that matter A builder, not a coordinator. You don’t just identify the process, you roll up your sleeves to build the system. Commercially sharp. You understand that retention and expansion are revenue, not a support function. Relationship‑oriented. You understand that your effectiveness will be directly determined by your ability to influence others. High ownership, high slope. You see the gap, you propose the solution, you execute. 5 – 8 years across a variety of relevant experiences (with 2+ years of operating experience required): Investment banking / VC / PE / Consulting Biz Ops & Strategy Sales / Revenue Strategy & Operations Post‑Sales / Account Management What You’ll Do Act as the GM of our post‑sales business. Own the strategy and systems that turn customers into long‑term partners Build our Customer Lifecycle Playbook: define what an ideal customer journey looks like from close to renewal, including the touchpoints we own, what we commit to deliver, and what we expect customers to build independently Launch our Executive Business Review motion: designed not as a "look how good we are" recap, but as a forward‑looking conversation about how customers can unlock more value and what new use cases they should explore next Build our Customer Health Scoring framework: define the metrics that indicate health, set thresholds for intervention, and create the playbooks for each scenario Partner closely with Sales, Deployment Strategists, and Leadership to ensure the voice of the customer shapes how we build and sell Build KPI reporting that shows the business, and our customers, what success looks like 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. Department: Sales #J-18808-Ljbffr Serval