Product Marketing Manager- Customer Advocacy

The role

You will find and write customer stories by interviewing IT leaders and admins. You will use usage data and ROI models to create case studies, videos, and website content. You will also build a customer advocacy program to support sales and marketing.

What you will do

• Interview customers including IT leaders and admins to find stories
• Analyze usage data and ROI models to find proof points
• Write case studies, one-pagers, customer videos, and website quotes
• Manage the process from first interview to final approval with customer comms and legal
• Partner with product marketing and demand gen to use stories in campaigns
• Ensure sales reps can find relevant customers for deals
• Build and manage a customer advocacy program for reference calls, webinars, and podcasts
• Provide customer insights back to product and marketing teams

Required qualifications

• 3 to 6 years in product marketing, customer marketing or customer advocacy
• A portfolio of customer case studies and testimonials led from interview to publish
• Strong interviewing skills
• Sharp, clear writing
• Comfort with data including usage metrics and ROI models
• Customer-facing presence
• Experience working closely with sales and customer success teams in a fast-moving startup

Nice to have

• 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 and grow rapidly with the company
• Culture: Join a culture that values innovation, ownership, accountability, and fun

About the company

Serval is an AI-native enterprise service management platform that automates work. Headquartered in San Francisco, it is used by companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors.