Product Marketing Manager- Customer Advocacy

Responsibilities

• Go find the stories. You'll spend real time with customers: IT leaders, the admins who built workflows in Serval, sometimes the employees on the other end of the ticket. You'll sit in on pilot calls, dig through Gong, and keep a close relationship with our AEs, Deployment Strategists and CS team so you hear about the good stuff while it's still fresh.
• Get the numbers. A great story with no proof is just a nice quote. You'll work with usage data and our ROI models to pin down what changed: tickets that never got filed, hours handed back, access requests closed in minutes instead of days.
• Write them so people want to read them. Case studies, one-pagers, customer videos, quotes for the website, G2 reviews. You'll own each piece from first interview to final approval, including the back-and-forth with customer comms and legal that nobody loves but somebody has to do well.
• Put them to work. Every campaign we run should lean on a real customer. You'll partner with product marketing and demand gen so the right story shows up in the right launch, ad or landing page, and you'll make sure reps can find a relevant customer for any deal in under a minute.
• Build the bench. We need a group of customers who are genuinely happy to vouch for us on reference calls, webinars, panels and podcasts. You'll build that program, look after those people, and make sure we're not asking the same champion for a favor every week.
• And because you'll talk to more customers than almost anyone, you'll bring what you hear back to product and marketing. Your notes will shape how we talk about Serval.

Requirements

• 3 to 6 years in product marketing, customer marketing or customer advocacy, ideally at a B2B SaaS company selling to technical buyers
• A portfolio of customer case studies and testimonials you led from interview to publish
• Strong interviewing skills: you can get an IT leader talking about real problems and pull out the numbers that matter
• Sharp, clear writing that turns technical workflows into business outcomes
• Comfort with data: reading usage metrics and ROI models and turning them into credible proof points
• Customer-facing presence and the judgment to build trust with champions and executives
• Experience working closely with sales and customer success teams in a fast-moving startup

Preferred

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

Benefits

• 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.