Head of Customer Success

Join the Team

Serv, a global executive recruitment partner, is hiring on behalf of Mercator.ai for a Customer Success Lead.

Mercator.ai is redefining how general contractors discover and win new business by bringing predictive, AI-driven data into an industry that has traditionally relied on reactive approaches. By tracking every step of a project’s lifecycle, from land acquisition through permitting, Mercator delivers unmatched, real-time visibility into upcoming opportunities before they surface elsewhere.

To learn more visit: https://www.mercator.ai/

Position Overview

We are hiring a Customer Success Lead to own the entire post-sale customer lifecycle, from onboarding through renewal and expansion.

The immediate priority is to reduce time-to-value, improve retention, and build scalable systems that support long-term growth.

Position Responsibilities

You will transform customer success from a relationship-driven function into a scalable, process-driven system.

Responsibilities include:

• Design and implement a structured onboarding process
• Reduce time-to-first-value for new customers
• Build customer health scoring systems and tracking
• Own renewals and reduce churn through proactive engagement
• Identify expansion opportunities within existing accounts
• Create and document scalable CS playbooks
• Build feedback loops between customers and product teams

Qualifications

• 5+ years of experience in customer success in B2B SaaS
• Proven experience building CS processes and systems
• Experience working in a high-growth startup environment
• Experience managing onboarding, retention, and expansion
• Strong analytical and operational mindset
• Comfortable working directly with customers in high-trust environments

About You

You are both a builder and a relationship owner. You understand that strong systems drive strong customer outcomes.

The perfect fit for our team is…

• A systems-first thinker who solves churn at the root
• Comfortable balancing data analysis with customer interaction
• Highly organized and process-driven
• Direct and confident communicator
• Proactive and accountable
• Thrives in environments with minimal structure

Compensation: $140,000 – $160,000 base + equity
Location: Dallas, Texas