Customer Success Lead

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.

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.

• 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.

• 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.

• 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.

• 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.