Deployment Success Engineer
Serval · San Francisco; London; New York
Extracted from the posting
Post-deployment primary technical partner responsible for customer troubleshooting, renewals, and expansion. Builds support tooling, automation, and documentation, and modifies production code to fix bugs and build features. Requires startup experience and ability to read production code, APIs, and database state.
Who We Are
Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform.
Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation.
We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management.
About the team
The Agent Deployment team is a customer-facing technical team, central to how Serval turns product capability into real business outcomes. The org is a family of roles: Deployment Strategists are the primary technical relationship and AI advisor for each customer, partnering with Deployed Software Engineers to build enterprise-grade features and products. Deployment Success Engineers own each customer's long-term success, building the systems and motions that scale adoption, expansion, and renewal well past go-live.
Role Overview
As a Deployment Success Engineer on Serval's Agent Deployment team, you'll be the long-term owner of customer outcomes, making sure the value created at deployment compounds into adoption, expansion, and renewal. You're the customer's primary technical partner post-deployment: resolving issues, deepening their use of Serval, and advocating for their needs internally.
What sets this role apart is that you don't just manage success, you build it. You'll write code, ship fixes, and create the systems and automation that let us deliver world-class support to more customers without scaling headcount in lockstep. This role is for someone who blends real technical depth with customer obsession and a commercial instinct for what drives retention and growth.
The best Deployment Success Engineers leave every customer more self-sufficient, and every process more scalable, than they found it, so that the success of the next ten customers is easier than the last.
What You’ll Do
- 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.
- Build systems that scale support: create the tooling, automation, and playbooks that let the team 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: run training sessions and create documentation that help customers get full value from Serval on their own.
What You’ll Need
- 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: analyzing code paths, database state, and API requests/responses with infra and browser dev tools.
- 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.
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.
Compensation: $150K - $220K
Company stack
This posting doesn’t list technologies. These are the ones Serval uses across its other roles.
