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Serval is an AI-native automation platform that builds intelligent agents to transform enterprise operations. Founded in early 2024 and backed by Sequoia Capital, Redpoint Ventures, and others, Serval is trusted by companies like Fox, Notion, Perplexity, Vercel, and Brex to automate high-volume operational work across IT, HR, Finance, Security, Legal, and Engineering.
As a Production Strategist on the Agent Deployment team, you will be the long-term owner of customer outcomes post-deployment, ensuring value compounds into adoption, expansion, and renewal. You serve as the primary technical partner for each customer, resolving issues, deepening their use of Serval's platform, and advocating for their needs internally.
Key responsibilities include:
- Owning deployment production success and support as the primary technical resource post-sale
- Troubleshooting issues quickly and advocating for customer needs internally
- Driving renewals and expansion by turning strong adoption into commercial growth
- Building scalable systems: creating tooling, automation, and playbooks that let the team support more customers without linear headcount scaling
- Shipping product changes by modifying production code to fix bugs and build features
- Making customers self-sufficient through training sessions and documentation
You'll blend technical depth with customer obsession and commercial instinct. The role requires strong startup experience in a customer-facing or technical capacity, solid ability to read and troubleshoot production code in customer environments, and eagerness to write code and automation rather than one-off fixes. You'll need excellent communication skills to translate complex technical concepts for both technical and non-technical stakeholders, plus high agency in fast-moving, ambiguous environments.
Nice-to-have experience includes early-stage startup background, production code writing, internal tooling and automation, owning renewals or commercial relationships, and familiarity with IT, security, service management, or workflow automation.
