Customer Success Manager

About Mastt

At Mastt we believe the future of construction is human + AI.

Our vision is Agentic AI in every construction project team, creating a true human + AI workforce. Mastt aims to free the industry from manual work and supercharges humans to be 10x faster, smarter, and more impactful — redefining how the world builds.

Our mission at present is to accelerate the adoption of Agentic AI in construction, unleashing productivity and enabling projects to move with greater speed, confidence, and efficiency.

Since 2019, Mastt has been on a journey that began with a simple goal: to eliminate spreadsheets and manual reporting in construction. Today, that mission has evolved into an AI-first approach, building an entirely new category of tool where humans and AI work together seamlessly.

Mastt AI is used globally, from self-serve project teams to enterprise-scale governments and Fortune 500s. Our product-led platform is trusted across APAC, USA and MENA, powering billions of dollars in projects and redefining how the world builds.

The future of construction is being built right here, with Mastt.

What will I be doing?

You will drive customer adoption, retention, and expansion by ensuring every customer achieves measurable value and ROI from Mastt. Working with customers, you will proactively identify opportunities to deepen engagement, expand use cases, and become a trusted strategic advisor to our customers. You will also work with the Head of Customer Success to build the CS Function here at Mastt, through playbooks, automations, and templates.

Key Responsibilities

Customer Onboarding & Support

• Onboard new customers, ensuring they get up and running quickly and understand how to use the platform effectively
• Respond to customer inquiries via support tickets and resolve technical questions or escalate to engineering as needed
• Conduct training sessions to help customers understand platform capabilities and best practices
• Drive adoption across customer teams and help them maximise value from Mastt

Relationship & Account Management

• Establish yourself as the primary point of contact for assigned customer accounts, building trusted relationships with key stakeholders
• Monitor customer health and engagement to identify at-risk accounts and expansion opportunities
• Track and communicate the value and impact of Mastt on customer operations
• Identify expansion opportunities and work with sales to grow the customer relationship

Advocacy & Product Feedback

• Gather customer feedback and escalate feature requests, issues, or concerns to product and engineering teams
• Serve as the customer's internal advocate, ensuring their voice is heard in product development
• Document and share customer success stories and testimonials for marketing and sales enablement

Growth & Retention

• Reduce churn by proactively addressing customer challenges and demonstrating ongoing value
• Identify and champion expansion opportunities

QUALIFICATIONS & EXPERIENCE

Experience

• 1+ years in customer success, account management, or customer-facing roles (SaaS, software, or technology-enabled services preferred)
• Demonstrated success in building and maintaining strong customer relationships with measurable retention and expansion outcomes
• Proven ability to translate technical product features into business value for customers

Skills & Competencies

• Data-driven: comfortable working with dashboards, metrics, and analytics to track health and identify patterns
• Project management skills: ability to juggle multiple accounts, prioritise effectively, and manage timelines
•  Excellent written and verbal English communication
•  Self-directed and able to work independently in a hybrid environment

Nice to Have

• Experience in construction, architecture, engineering, or related industries
• Familiarity with construction workflows, project management, or BIM tools
• Experience with HubSpot/Salesforce and AI tools.