Customer Success Manager

About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brands—from checkout optimization and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement.
Today, GoKwik enables 15,000+ merchants globally, processes $2 billion in GMV, and continues to strengthen its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments—and bolstered by a $13M growth round in June 2025 (total funding: $68M)—GoKwik is scaling rapidly across India, the UK, Europe, and the US.
Why This Role Matters
Customer success is critical to ensuring merchants derive continuous value from KwikEngage. This role will directly influence retention, product adoption, and revenue expansion by helping brands optimise their WhatsApp-led engagement strategies. By acting as a strategic partner to merchants, this role drives long-term relationships and business growth.
What Youll Own
Client Success & Adoption

• Manage smooth onboarding and ensure successful product adoption
• Drive usage and help brands unlock maximum value from KwikEngage
• Define and track success milestones for accounts
  

Growth & Retention

• Drive retention, upsell, and cross-sell through data-driven interventions
• Identify opportunities to improve engagement and conversion
• Minimise churn through proactive account management
  

Account Management

• Manage a portfolio of mid-market to enterprise D2C brands
• 
  Ensure consistent account performance and success outcomes
• Act as the primary point of contact for client relationships
  

Business Strategy & Insights

• Partner with brands to identify growth opportunities across acquisition and engagement
• Analyse campaign performance, customer behaviour, and WhatsApp flows
• Provide actionable recommendations to improve outcomes
  

Relationship Management

• Build strong relationships with founders, CXOs, and marketing leaders
• Act as a trusted advisor and strategic partner to clients
• Drive high-quality stakeholder engagement
  

Cross-Functional Collaboration

• Work closely with product, engineering, and marketing teams
• Provide customer feedback to influence product improvements
• Ensure seamless execution of campaigns and initiatives
  

Process Excellence

• Improve internal processes, documentation, and best practices
• Build scalable frameworks for customer success
• Enhance customer experience across the lifecycle
  

Who You Are

• 3–5 years of experience in Customer Success or Account Management
• Experience in SaaS, D2C, marketing automation, or CRM platforms
• Hands-on exposure to WhatsApp Business APIs, retention marketing, or automation workflows is a strong advantage
• Proven track record of managing mid-market to enterprise accounts with measurable growth and retention outcomes
• Strong analytical mindset with ability to derive insights and drive decisions
• Excellent communication, stakeholder management, and problem-solving skills
• Proficiency in English and Hindi (Gujarati is a plus)
  

Why GoKwik
At GoKwik, youll work on a fast-growing product powering hundreds of D2C brands and shaping the future of WhatsApp commerce.
Youll have strong ownership, work closely with high-growth brands, and play a key role in driving retention and revenue outcomes. This role offers autonomy, impact, and rapid career growth in a high-performance environment.
Required Skills
customer lifecycle retention d2c ecom