Head of Customer Success
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AI Summary
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
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