Senior Customer Success Manager

About GoKwik GoKwik is India’s leading D2C Commerce Growth Platform, helping 15,000+ brands acquire, convert, engage, and retain shoppers. Powered by a network of 200M+ shoppers, 500M+ checkouts, and 1.5B+ customer conversations, we’re building the operating system for commerce growth. KwikEngage, GoKwik’s commerce engagement suite, helps brands drive conversions, improve customer retention, and increase repeat revenue through WhatsApp, RCS, Email, SMS, and AI-powered customer journeys. Why This Role Matters We are looking for a Senior Customer Success Manager to drive merchant retention, revenue growth, and product adoption across a portfolio of D2C brands using KwikEngage. The role requires a strong understanding of customer lifecycle marketing, data-driven growth strategies, and commercial account management. In addition to managing strategic merchant relationships, you will mentor Customer Success Managers, develop scalable account management practices, and drive the adoption of AI and automation across customer success workflows. The role offers an opportunity to take on broader team responsibilities and progress towards leading a Customer Success pod. What You’ll Own • Portfolio Management and Revenue Growth: Own retention, renewals, and expansion across a portfolio of D2C merchants. Identify opportunities for channel expansion, increased platform usage, cross-selling, and revenue growth. • Account Strategy and Churn Prevention: Develop account plans aligned with merchant business objectives. Identify churn risks early and implement structured action plans to improve retention and account health. • Strategic Merchant Relationships: Build relationships with founders, CXOs, and leaders across growth, marketing, and retention. Act as a trusted advisor on customer engagement strategies and business outcomes. • Business Reviews and ROI Measurement: Lead executive business reviews using metrics such as revenue contribution, repeat purchase rate, conversion rates, and customer acquisition efficiency. Build data-backed business cases to support renewals and expansion. • Lifecycle Marketing and Product Adoption: Drive adoption of KwikEngage use cases, including cart recovery, COD verification, COD-to-prepaid conversion, order updates, cross-sell and upsell campaigns, win-back campaigns, loyalty, and replenishment journeys. • Data Analysis and Experimentation: Use funnels, cohort analysis, A/B testing, and attribution to measure campaign effectiveness and quantify business impact. Design experiments, track outcomes, and recommend improvements based on data. • AI and Process Automation: Use AI tools and automation to improve account health monitoring, risk identification, insight generation, business review preparation, and merchant communication. Develop workflows that improve team productivity and reduce manual effort. • Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Marketing to resolve merchant challenges, support feature pilots, and influence the product roadmap using insights from the merchant portfolio. • Playbooks and Process Improvement: Develop account management frameworks, templates, playbooks, and SOPs that improve consistency and scalability across the Customer Success function. • Mentoring and Team Development: Coach CSMs on account strategy, executive communication, data analysis, and commercial discussions. Support onboarding, conduct account reviews, provide feedback, and help improve team performance. • Customer Success Leadership: Establish effective practices around account ownership, data-driven decision-making, and AI adoption. Demonstrate the capability to take on broader team responsibilities and lead a Customer Success pod. Who You Are • Have 5–8 years of experience in Customer Success, Account Management, Growth, or Retention Marketing, preferably in SaaS, MarTech, FinTech, or eCommerce. • Have a proven track record of managing customer retention, renewals, account expansion, and revenue outcomes. • Have experience managing strategic accounts and engaging with senior stakeholders, including founders, CXOs, and business leaders. • Possess a strong understanding of D2C lifecycle marketing, conversion optimisation, customer retention, and revenue growth. • Have hands-on experience with platforms and channels such as WhatsApp Business API, Email, SMS, RCS, Push Notifications, CRM, or marketing automation tools. • Are comfortable using Excel and analytics platforms such as Metabase, Looker, or Power BI to analyse data and develop business recommendations. • Can independently build business cases, measure campaign ROI, and communicate insights to business stakeholders. • Have experience mentoring or coaching team members and are interested in progressing towards a team leadership role. • Have strong communication, stakeholder management, problem-solving, and commercial negotiation skills. • Are comfortable managing escalations, challenging assumptions constructively, and driving decisions through data. Why GoKwik At GoKwik, you will work at the intersection of commerce, technology, data, and AI, helping leading D2C brands improve customer engagement and drive measurable business growth. You will manage strategic merchant relationships, collaborate with cross-functional teams, and contribute to building scalable customer success practices. The role also provides an opportunity to mentor team members, drive AI-led improvements, and grow towards a leadership position within the Customer Success function. Department: Business Operations Experience: 5 - 8 Years