Deployment Success Engineer

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.