Deployment Success Manager

About the role

The Deployment Success Manager on Serval's Agent Deployment team is responsible for ensuring customer success and support post-deployment. This role involves troubleshooting issues, driving renewals and expansion, building scalable systems, shipping product changes, and helping customers become self-sufficient.

Responsibilities

• Own customer success and support: serve as the primary technical resource post-sale, troubleshooting issues, resolving them quickly, and advocating for customer needs internally.
• Drive renewals and expansion: turn strong adoption into renewals, and surface opportunities to deepen and expand Serval's footprint within each account.
• Create systems that scale support: develop the tooling, automation, and playbooks that enable the team to support more customers without scaling headcount linearly.
• Ship product changes: modify production code to fix bugs and build features that extend Serval's capabilities to meet customer needs.
• Make customers self-sufficient: conduct training sessions and create documentation to help customers fully utilize Serval.

Requirements

• Startup experience in a customer-facing or technical role.
• Strong technical foundation, including the ability to read and troubleshoot production code in customer-facing environments.
• An eagerness to build, writing code and automation to create scalable systems rather than one-off fixes.
• Excellent communication and relationship-management skills, with the ability to translate complex technical concepts for both technical and non-technical stakeholders.
• An instinct for what drives outcomes (retention, adoption, expansion) with high agency in fast-moving, ambiguous environments.

Nice to have

• Experience in an early-stage startup environment.
• Experience writing production code or building internal tooling and automation.
• Experience owning renewals or commercial relationships.
• Familiarity with IT, security, service management, or workflow automation.