You need creativity to grow a business.

A GIF rakes in 6x the eyeballs than any other kind message...and this is just one example of hundreds on how creativity impacts business metrics.

At Mason, we're redefining how global brands win over customers. The new era of creativity is with AI, data & agentic. And we're that all-in-one stack.

Be it an interactive product listing, a story about your team, or a video explaining your product in high fidelity - with Mason you can create, manage & collaborate on all this and more. From Flipkart to Swiggy to over 10,000 global brands - we power the store infrastructure for some of the largest e-commerce teams globally.

Today's brands rely on multiple systems for running their store - from content creation & management, to personalization & search to experience delivery but these systems don't talk with each other.

Mason is redefining this space by bringing building blocks for a modern connected store stack. With shopping & content AI models that are native to e-commerce and with building blocks for customer experiences, we are building out the next generation of our commerce infrastructure.

About the role

Customer Success Specialists in our Growth Team wear the Customer Hat 🤠 They not just help solve all customer needs by configuring and setting up the product for their success, but they're instrumental in our understanding of the each individual user and their needs, wants, pains. We're looking for a people-savvy individual with strong product skills who is looking to help the customer succeed and enable them to use the product to achieve their goals. You will play a major part in growing our product adoption.

About You

• Strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience
• Enable customers get the best out of the product. Learn new ways of doing things, create accelerated workflows and design best practices for managing and creating visual content.
• Work with customers to design & onboard them to the new ways of creating great content, fast ⚡→ with a constant eye on increasing product adoption and elevating the maturity of usage across teams.
• Conduct remote working sessions 👩‍💻, focus groups, interviews to understand the critical creative, content and communication guidelines that need to be setup in the product.
• Work side-by-side with Key Accounts team, Creative Ops, Product & Engineering, Growth and other cross functional teams to enable product adoption - from individuals - large enterprise behemoths.
• Maintain and create up-to-date engaging product docs, release comms, help videos et al.
• Organize channels for continuous product feedback from users & customers.
• Troubleshoot and report problems and see them through to resolution
• Collect prompt and accurate feedback from customers and update teams and knowledge bases to improve operational and product efficiency

What you will bring

• Bachelor's Degree, preferably in a 👩🏻‍💻technology / engineering field of study
• 4+ years or more working in Product Specialist and Customer Success
• You are a strong 🗣️communicator with excellent verbal, written communication skills
• 🌿Effortlessly grow customer value leading to upselling