Key skills
Customer Lifecycle ManagementCustomer Health ScoringKPI ReportingPost-Sales StrategyExecutive Business ReviewBusiness OperationsSales OperationsRevenue StrategyAccount ManagementAnalytical rigorRelationship managementHigh ownershipAILeadershipSales
About this role
Serval is an AI-native automation platform transforming how enterprises operate, and they are seeking a GTM Strategy & Ops Manager to enhance customer relationships and develop post-sales strategies. The role focuses on building playbooks and frameworks to ensure customers maximize value from the platform and evolve into long-term partners.
Responsibilities:
- Act as the GM of our post-sales business. Own the strategy and systems that turn customers into long-term partners
- Build our Customer Lifecycle Playbook: define what an ideal customer journey looks like from close to renewal, including the touchpoints we own, what we commit to deliver, and what we expect customers to build independently
- Launch our Executive Business Review motion: designed not as a "look how good we are" recap, but as a forward-looking conversation about how customers can unlock more value and what new use cases they should explore next
- Build our Customer Health Scoring framework: define the metrics that indicate health, set thresholds for intervention, and create the playbooks for each scenario
- Partner closely with Sales, Deployment Strategists, and Leadership to ensure the voice of the customer shapes how we build and sell
- Build KPI reporting that shows the business, and our customers, what success looks like
Requirements:
- 5 - 8 years across a variety of relevant experiences (with 2+ years of operating experience required)
- Investment banking / VC / PE / Consulting
- Biz Ops & Strategy
- Sales / Revenue Strategy & Operations
- Post-Sales / Account Management
- An operator with strong analytical rigor. You're comfortable distilling complex concepts into the key insights that matter
- A builder, not a coordinator. You don't just identify the process, you roll up your sleeves to build the system
- Commercially sharp. You understand that retention and expansion are revenue, not a support function
- Relationship-oriented. You understand that your effectiveness will be directly determined by your ability to influence others
- High ownership, high slope. You see the gap, you propose the solution, you execute