Deployment Success Engineer

About the role

WHO WE ARE

Serval http://serval.com/ 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.