Customer Success Lead
Mercator AI
About Mercator.ai
Mercator.ai is the fastest, most accurate way for General Contractors—like Joeris, Bartlett Cocke, and ChalkLine Construction—to spot early, viable projects. Our AI engine delivers 100% coverage of public & private opportunities—commercial to industrial—from concept to completion, in real time. We turn raw project signals into actionable, relationship-ready intelligence that drives revenue for the built world.
Role Snapshot
Mercator’s customers are some of the most relationship-driven builders in North America. Your job is to make Mercator.ai indispensable to them. Think of this role as the chief superintendent for our customers: setting up the foundation, building the structure, and ensuring it can scale across multiple markets without cracking under pressure.
As our first Customer Success hire, you’ll design and lead a program that ensures every customer adopts, expands, and advocates for Mercator.ai. Your mandate:
- Learn the construction industry fast.
- Stand up a Customer Success function that delivers immediate wins and case studies in Texas
- Scale the playbook so we can “own” two states within 18 months. Build systems, metrics, and processes that investors will recognize as Series A-ready.
This is both a hands-on and strategic role: you’ll serve customers directly at first, but quickly build the processes, team, and tools to scale nationally.
What Makes You a Fit
- Industry Adapter: You can get up to speed on a new industry in weeks, not months, and apply that knowledge to customer workflows. A construction background is a plus, but not required.
- Builder Mentality: You thrive on building programs from scratch—processes, playbooks, systems—and know how to measure and iterate.
- Strategic Operator: You can zoom out to design scalable CS frameworks and zoom in to solve a single customer’s pain point.
- Relationship Driver: Skilled at engaging with senior executives, business developers, and end-users alike.Data & Systems Fluent: Experienced with CRM/CS tools (HubSpot, Grain, GA4, Amplitude, etc.) and not afraid to roll up your sleeves to automate, measure, and report.
- Growth Mindset: You recognize the massive opportunity for AI in construction and want to be the leader who helps bring it to life.
- Experience: 4–6+ years in customer success, business development, or consulting roles with a track record of scaling functions or regions.
What You’ll Tackle
- Build the Function: Design and implement the customer success strategy, processes, and metrics from the ground up. Customer Outcomes: Own onboarding, adoption, renewal, and expansion, ensuring every customer realizes ROI quickly.
- Scale State by State: Drive deep market penetration in two full states (starting with Texas and Florida) within your first year.
- Leadership Readiness: Build the CS org chart, hire and train early team members, and put in place the systems that can scale post-Series A.
- Cross-Functional Partner: Work closely with Sales, Product, and Engineering to deliver a seamless customer journey and ensure customer feedback shapes the roadmap.
- Executive Reporting: Define and track key metrics (NRR, logo retention, expansion revenue, health scores) and report directly to the CEO and board.
- Customer Advocacy: Turn our happiest customers into advocates and references that fuel growth and investor confidence.
- Market Presence: Attend industry events, customer sites, and executive meetings to cement Mercator as the go-to intelligence partner for GCs. You may also choose to put boots on the ground here to do this effort.
What We’re Offering
- A ground-floor leadership role with the mandate to build and scale a function critical to Mercator’s growth.
- Direct influence on product direction, go-to-market strategy, and company growth.
- Access to industry-leading construction and AI experts.
- A high-impact, fast-moving environment where your work will directly drive ARR growth and Series A readiness.
- Competitive compensation, benefits, and equity.
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Why Mercator.ai
- Category-defining product with proven traction among GCs in Texas and rapid expansion across the US.
- Customers see us as mission-critical to building their pipelines, and retention reflects it.
- Backed by top construction executives and investors, with runway to dominate North America.
- Join a tight-knit, ambitious team building the Bloomberg of construction intelligence.