Associate Customer Success Manager

About GoKwik

Why This Role Matters

What You’ll Own

• Customer Success & Adoption: Support customer onboarding, drive product adoption, and ensure brands are able to effectively leverage KwikEngage.
• Growth & Retention: Identify opportunities to improve customer engagement, retention, upsell, and cross-sell through data-driven interventions.
• Account Management: Manage a portfolio of D2C accounts, track customer success milestones, proactively address challenges, and support churn prevention.
• Business Growth: Work with customers to identify opportunities across acquisition, engagement, retention, and customer lifecycle.
• Performance & Insights: Analyse campaign performance, customer behaviour, and WhatsApp journeys to identify insights and recommend improvements.
• Stakeholder Management: Build strong relationships with marketing teams, founders, and other key stakeholders while acting as a trusted point of contact.
• Cross-functional Collaboration: Work closely with Product, Engineering, Marketing, and internal teams to resolve customer challenges and improve the overall customer experience.
• Process Excellence: Contribute to customer success processes, documentation, playbooks, and best practices to improve efficiency and customer experience at scale.

Who You Are

• 1–3 years of experience in Customer Success, Account Management, Client Servicing, or a similar customer-facing role, preferably in SaaS, D2C, martech, or marketing automation.
• Experience managing customer accounts and driving adoption, engagement, retention, or revenue outcomes.
• Exposure to WhatsApp Business APIs, retention marketing, CRM platforms, or automation workflows is a strong plus.
• Strong analytical and problem-solving skills, with the ability to use data to identify opportunities and make recommendations.
• Excellent communication and stakeholder management skills.
• Strong ownership mindset with the ability to manage multiple priorities in a fast-paced environment.
• A customer-first approach with a willingness to learn, experiment, and take initiative.

Why GoKwik