About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brandsfrom checkout optimization and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables over 15,000+ merchants worldwide, processes around $2 billion in GMV, and is strengthening its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments and bolstered by a $13 million growth round in June 2025 (total funding: $68 million), GoKwik is scaling aggressively across India, the UK, Europe, and the US.
Why This Role Matters
Customer success is a core driver of KwikEngage's growth. As a Customer Success Manager, you will own outcomes for high-impact D2C brandsensuring strong adoption, measurable business impact, and long-term partnerships.
This role sits at the intersection of product usage, revenue growth, and customer satisfaction, with direct influence on retention, expansion, and brand advocacy.
What You'll Own
Client Success & Adoption
- Own end-to-end onboarding and ongoing adoption of KwikEngage across assigned accounts
- Ensure customers consistently realise value through structured success plans
Growth, Retention & Revenue
- Drive retention, upsell, and cross-sell through data-driven interventions
- Identify revenue growth opportunities across acquisition and engagement use cases
Account & Stakeholder Management
- Manage a portfolio of mid-market to enterprise D2C brands with clear success milestones
- Build strong relationships with founders, CXOs, and marketing leaders as the trusted SPOC
Performance Insights & Strategy
- Analyse campaign performance, customer behaviour, and WhatsApp flows
- Translate insights into strategic recommendations and actionable next steps
Cross-functional Collaboration & Process Excellence
- Partner with Product, Engineering, and Marketing teams to improve customer outcomes
- Strengthen internal processes, documentation, and best practices to scale customer success
Who You Are
- 35 years of experience in Customer Success or Account Management, preferably in SaaS, D2C, or Marketing Automation
- Hands-on experience with WhatsApp Business APIs, retention marketing, CRM tools, or automation workflows is a strong plus
- Proven experience managing mid-market to enterprise accounts with measurable impact on growth and retention
- Strong analytical mindset with the ability to drive strategic decisions
- Excellent communication, stakeholder management, and problem-solving skills
Why GoKwik
At GoKwik, Customer Success teams directly impact revenue and merchant outcomes. You will work on a fast-growing product trusted by 500+ D2C brands, with high ownership and visibility.
This role offers the opportunity to grow rapidly in a collaborative, high-performance environment while helping shape a category-defining WhatsApp commerce platform.
Required Skills
brand management stakeholder management Team Management thought leadership negotiation handling
