Product Marketing Manager- Customer Advocacy at Serval · LumiJobs

Responsibilities

Our customers say things on calls that we wish every prospect could hear. An IT director tells us her team stopped drowning in password resets. A CIO mentions, almost in passing, that onboarding went from three days to twenty minutes. Right now most of those moments live in a Gong recording and go nowhere.
We want you to change that.
You'll be the person at Serval who knows our customers best. You'll get on calls with the IT teams using Serval, figure out what they actually built and what it changed for them, and turn that into the stories that power our campaigns, our website and our sales conversations. Part product marketer, part customer advocate, part journalist.
If you've ever read a case study and thought "nobody talks like this," you're who we're looking for.
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.
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

Product Marketing Manager- Customer Advocacy

Responsibilities

Qualification

Preferred

Company

Serval

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