About GoKwik
GoKwik is a growth operating system built to power D2C and eCommerce brands across the customer lifecycle. From checkout optimization and reducing return-to-origin (RTO) to payments, retention, and post-purchase engagement, GoKwik helps brands scale efficiently.
Today, GoKwik supports 12,000+ merchants globally, processes nearly $2B in GMV, and continues to strengthen its AI-led infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments, and following a $13M growth round in June 2025 (total funding: $68M), GoKwik is expanding rapidly across India, the UK, Europe, and the US.
Why This Role Matters
As a Customer Success Manager KwikEngage (WhatsApp Commerce Suite), you will play a critical role in driving product adoption, revenue growth, and long-term partnerships with high-impact D2C brands. This role sits at the intersection of customer strategy, data, and execution, ensuring brands unlock measurable value from WhatsApp commerce at scale.
You will work closely with merchants and internal teams to translate insights into action, directly influencing retention, engagement, and business outcomes.
What You'll Own
- Client Success & Adoption- Own end-to-end onboarding and drive sustained product adoption across KwikEngage accounts.
- Growth & Retention- Deliver measurable impact on retention, upsell, and cross-sell through data-led interventions.
- Account Management- Manage a portfolio of mid-market to enterprise D2C brands, track success milestones, and proactively reduce churn.
- Business Strategy & Advisory- Partner with brands to identify revenue growth opportunities across acquisition, engagement, and lifecycle marketing.
- Performance Insights- Analyze campaign performance, customer behaviour, and WhatsApp workflows to provide actionable recommendations.
- Stakeholder Ownership- Build strong relationships with CXOs, founders, and marketing leaders; act as the single point of contact.
- Internal Collaboration- Work closely with Product, Engineering, and Marketing to influence feature improvements and customer-first solutions.
- Process Excellence- Contribute to improving internal processes, documentation, and best practices to scale customer success efficiently.
Who You Are
- 35 years of experience in Customer Success or Account Management, preferably in SaaS, D2C, or Marketing Automation.
- Hands-on exposure to WhatsApp Business APIs, CRM tools, retention marketing, or automation workflows is a strong plus.
- Proven experience managing mid-market to enterprise accounts with clear impact on growth and retention.
- Strong analytical mindset with the ability to translate data into strategic decisions.
- Excellent communication, stakeholder management, and problem-solving skills.
- Comfortable operating in a fast-paced, high-ownership environment.
Why GoKwik
Work on a fast-growing product powering 500+ leading D2C brands. High ownership and autonomy with the opportunity to shape a category-defining WhatsApp commerce ecosystem. Collaborative, performance-driven culture with strong learning and career growth opportunities.
Required Skills
stakeholder management thought leadership negotiation handling Team Management brand management
