Customer Experience Lead

Serval • New York, NY

1d • $170,000 - $230,000

About The Position

Serval is hiring a Customer Experience Lead to own and build the post-contract customer experience, from welcome and implementation through customer engagement, recognition, and advocacy. This is a build-it-from-scratch role with the potential for increasing scope, budget, and team as customer experience becomes a core pillar of company growth. The role works across Customer Success, Deployment, Sales, Product, Support, Marketing, Events Marketing, and Brand/Comms.

Requirements

• At least 6 years of experience in customer marketing, customer experience, community, or customer success, including at least 2 years building or running a B2B community.
• A proven track record of running programs that connect customer advocacy or satisfaction to measurable outcomes such as retention, expansion, or pipeline.
• Experience running a customer advisory board or similar advocacy program.
• Strong operational skills, including managing gifting budgets and vendors and building lightweight automation.
• Proficiency with Salesforce, HubSpot, or similar tools, and community tooling.
• Strong data analysis skills, including building reports, interpreting metrics, and making data-driven decisions.
• Ability to collaborate effectively and earn trust across Sales, Customer Success, Deployment, and Marketing.
• Excellent writing and facilitation skills, with judgment about what technical customers find valuable.
• Comfort with moving quickly, experimenting, and adjusting in real time.
• Willingness to travel up to 20% for customer events and Serval Summit.

Nice To Haves

• 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.

Responsibilities

• Own and grow Serval’s Slack community, including its vision, structure, and programming such as AMAs, office hours, peer roundtables, product previews, and member spotlights.
• Partner with Field Marketing on customer events, meetups, user groups, and customer attendance at events.
• Own the customer experience at Serval Summit in partnership with Events Marketing, including customer speakers, sessions, and event experiences.
• Design and manage welcome, milestone, and Serval School certified gifting, including budgets, vendors, and automated recognition.
• Improve the implementation experience by mapping the journey from signed contract to go-live, identifying friction, and working with Deployment and Customer Success on improvements.
• Own the Customer Advisory Board, including member selection, charter, cadence, and follow-up on feedback.
• Bring community and customer signals to Product, Sales, Support, and Brand, and help prioritize content and product or support improvements.
• Source customer stories, references, and speakers in partnership with Sales and Brand/Comms.
• Define useful program metrics and report on impact, including community engagement, customer sentiment, references, and influenced expansion and retention.
• Set the vision and strategy for creating an exceptional customer experience and community.

Benefits

• Opportunity to play a key role in shaping the success of the product and company.
• Opportunity to build a new AI product offering with the support of an experienced team and investors, and grow with the company.
• A culture that values innovation, ownership, accountability, and fun.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed