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 the acquisition of Return Prime—GoKwik is helping brands across India, the UK, Europe, and the US unlock profitable growth through AI-driven commerce solutions.
Why This Role Matters
As a Senior Customer Success Manager – UK/Europe, you'll serve as a strategic advisor to leading D2C brands using GoKwik's KwikEngage platform. You'll help merchants maximize retention, customer engagement, and revenue while representing GoKwik in front of senior stakeholders across the UK and Europe. This role requires a consultative mindset, strong commercial acumen, exceptional communication skills, and the ability to translate data into measurable business outcomes.
What You'll Own
- Own business outcomes across a portfolio of UK & Europe merchants, driving product adoption, retention, expansion, and revenue growth.
- Build trusted relationships with key merchant stakeholders and act as their strategic partner throughout the customer lifecycle.
- Lead Quarterly Business Reviews (QBRs), presenting actionable insights and growth recommendations aligned with merchant KPIs.
- Manage customer engagement campaigns end-to-end across WhatsApp, Email, and SMS—including planning, execution, optimization, and performance analysis.
- Drive campaigns across key customer journeys such as cart recovery, order updates, cross-sell, upsell, and win-back.
- Analyze merchant performance using funnel analysis, cohort analysis, A/B testing, and campaign metrics to identify growth opportunities.
- Leverage AI-powered tools to automate workflows, improve operational efficiency, and generate actionable customer insights.
- Partner closely with Product, Engineering, Sales, and Marketing teams to advocate for merchant needs and influence product improvements.
- Collaborate effectively across India and UK/Europe time zones to ensure an exceptional merchant experience.
Who You Are
- 5-8 years of experience in Customer Success, Account Management, Growth, SaaS, MarTech, FinTech, or eCommerce.
- Proven experience managing customers across UK, Europe, US, or Australia, with a strong understanding of Western business communication and customer expectations.
- Demonstrated ownership of customer accounts from onboarding through adoption, retention, expansion, and strategic reviews.
- Strong experience planning, executing, and analyzing customer engagement or lifecycle marketing campaigns.
- Excellent verbal and written English communication skills, with confidence presenting to senior business stakeholders.
- Strong analytical mindset with the ability to convert data into actionable business recommendations.
- Outstanding stakeholder management, negotiation, and problem-solving skills.
- Comfortable using AI tools to improve productivity, customer insights, and decision-making.
Why GoKwik
At GoKwik, you'll work with some of the fastest-growing D2C brands across global markets while solving meaningful commerce challenges using AI. You'll collaborate with high-performing teams, influence product direction through customer insights, and play a key role in scaling merchant success across international markets. If you enjoy combining customer strategy, data, and technology to drive measurable business outcomes, you'll thrive here.
