Who We Are

Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform.

Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation.

We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management.

About the role

This is the first dedicated Strategy & Operations hire for Emerging Markets at Serval and a critical priority for the go-to-market team. You will own the strategy and operating engine for the markets Serval is entering next: the person who helps grow zero-to-one from idea to a repeatable motion. Focus areas include new geographies and customer segments within existing geographies. You will identify the strategic levers needed to win in each market, drive the execution to get there, and spot and address the gaps months before they materialize.

What you'll do

Set strategic direction and drive execution

Refine the entry thesis for each new market: sizing, ICP, competitive landscape, required investment, and the milestones that tell us to accelerate or pull back

Partner with GTM leadership on the go-to-market model for each market (direct vs. partner-led, coverage model, sub-market areas for focus, hiring strategy)

Implement a scalable operating cadence (market reviews, pipeline reviews, launch readiness checkpoints, business reviews) and drive the follow-through

Partner with RevOps, Marketing, and Sales to make market-specific investments (e.g., data / targeting, marketing campaigns)

Design territories, account distribution, and pre- / post- sales support coverage for new market teams

Build the partner, reseller, and SI strategy where it accelerates entry

Partner with Commercial Operations to adjust our pricing model to the needs of new markets

Drive day-to-day strategic decision-making to operationalize and build these new segments

Improve workflows and process

Find friction in selling into new markets and remove it: local quoting, security and compliance reviews, procurement, handoffs to deployment, anything costing reps time they should spend with customers

Codify a repeatable market launch playbook (launch checklists, qualification standards, stage definitions adapted for longer public sector cycles) so each new market is faster than the last

Improve our GTM systems and data architecture (Salesforce and the surrounding stack) to support new market entry and unique segment requirements

Drive adoption of AI wherever possible. Look for places Serval itself should be doing this work. We automate other companies' operational drag, and we should be our own best customer

Foster data-driven decision-making

Build the analytics that explain new-market performance: pipeline generation, conversion, cycle time, deal size, and win/loss versus the core business, plus the leading indicators of product-market fit in each market

Diagnose current and future gaps, then design and drive fixes. This role is measured on outcomes changed, not dashboards shipped

Partner with Finance, Revenue Strategy & Operations, SE Strategy & Operations, and Central RevOps on capacity planning, headcount modeling, and market-level P&L

What you'll bring

6-10+ years of experience, with a strong background in Strategy & Operations, Business Operations, Revenue Operations, or new-market GTM at a high-growth B2B software company. Management consulting, investment banking, private equity backgrounds desired

Demonstrated experience driving open-ended initiatives from strategy through execution, especially ones with heavy dependencies on Legal, Finance, Security, and People