Customer Success Manager

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.