Serv Recruitment Agency

Compensation

Full Description

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