Product Marketing Manager- Customer Advocacy

Serval • San Francisco, CA

5h • $175,000 - $210,000

About The Position

Serval is seeking a Product Marketing Manager focused on customer advocacy to discover and develop customer stories that support campaigns, the website, and sales conversations. The role involves learning how customers use Serval, identifying measurable outcomes, and translating those experiences into credible, engaging marketing assets.

The position owns customer stories from interview through publication, including coordination with customer communications and legal teams. It also partners with product marketing and demand generation to put customer stories into campaigns, launches, advertisements, and landing pages, and helps sales representatives quickly find relevant customer references.

The role will build and maintain a customer advocacy program for reference calls, webinars, panels, and podcasts. Insights gathered from customer conversations will also be shared with product and marketing teams to inform how Serval is positioned.

Requirements

• 3 to 6 years of experience in product marketing, customer marketing, or customer advocacy.
• Experience ideally gained at a B2B SaaS company selling to technical buyers.
• A portfolio of customer case studies and testimonials led from interview through publication.
• Strong interviewing skills, including the ability to discuss real customer problems and identify meaningful metrics.
• Clear, effective writing that translates technical workflows into business outcomes.
• Comfort interpreting usage metrics and ROI models and converting them into credible proof points.
• Customer-facing presence and sound judgment when building trust with customer champions and executives.
• Experience working closely with sales and customer success teams in a fast-moving startup.

Nice To Haves

• Background in marketing IT, ITSM, identity, security, or enterprise software.
• Experience building a customer 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.

Responsibilities

• Interview customers, including IT leaders, Serval workflow administrators, and employees who use the service.
• Identify customer stories through pilot calls, Gong recordings, and collaboration with account executives, Deployment Strategists, and customer success teams.
• Use product usage data and ROI models to quantify customer outcomes such as reduced ticket volume, time savings, and faster request resolution.
• Create case studies, one-pagers, customer videos, website quotes, and G2 reviews, managing each asset from interview through final approval.
• Coordinate with customer communications and legal teams to secure approval for customer marketing materials.
• Partner with product marketing and demand generation to use customer stories in launches, campaigns, advertisements, and landing pages.
• Help sales representatives find relevant customer references for deals.
• Build and manage a customer advocacy program for reference calls, webinars, panels, and podcasts, while maintaining strong relationships with advocates.
• Share customer insights with product and marketing teams to shape Serval’s messaging.

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 support from an experienced team and investors.
• Opportunity to grow rapidly with the company.
• Culture that values innovation, ownership, accountability, and fun.

What This Job Offers

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