Customer Success Manager

About GoKwik GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce. KwikEngage is GoKwik’s WhatsApp Commerce Suite, helping D2C brands drive customer engagement, improve retention, increase conversions, and build stronger customer relationships through WhatsApp. Why This Role Matters As a Customer Success Manager for KwikEngage, you will be responsible for helping high-impact D2C brands unlock the full value of the platform. You will own customer relationships end-to-end — from onboarding and adoption to retention, growth, and expansion. This role combines customer success, account management, data-driven problem solving, and business strategy. You will work closely with founders, CXOs, and marketing leaders to identify opportunities, drive measurable business outcomes, and build long-term partnerships. What You’ll Own • Customer Success & Adoption: Lead account onboarding, drive product adoption, and ensure customers consistently realise value from KwikEngage. • Growth & Retention: Identify and execute opportunities to improve customer retention, engagement, upsell, and cross-sell. • Account Management: Own a portfolio of high-value D2C accounts, track success milestones, proactively address risks, and minimise churn. • Business Strategy: Partner with customers to identify growth opportunities across acquisition, engagement, retention, and customer lifecycle. • Performance & Insights: Analyse campaign performance, customer behaviour, and WhatsApp journeys to identify actionable insights and recommendations. • Stakeholder Management: Build strong relationships with founders, CXOs, marketing heads, and other key stakeholders, becoming their trusted point of contact. • Cross-functional Collaboration: Work closely with Product, Engineering, Marketing, and other internal teams to solve customer challenges and influence product improvements. • Process Excellence: Build and improve customer success processes, documentation, playbooks, and best practices to enhance customer experience at scale. Who You Are • 3–5 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS, D2C, martech, or marketing automation. • Experience managing mid-market to enterprise accounts with demonstrated impact on customer growth, retention, or revenue. • Strong understanding of customer lifecycle, retention marketing, CRM, or marketing automation. • Hands-on experience with WhatsApp Business APIs, WhatsApp marketing, CRM platforms, or automation workflows is a strong plus. • Strong analytical and problem-solving skills, with the ability to translate data into actionable business recommendations. • Excellent communication and stakeholder management skills, with the confidence to work with senior business leaders. • Strong ownership mindset with the ability to independently manage multiple accounts and drive outcomes. Why GoKwik At GoKwik, you’ll have the opportunity to work on a fast-growing WhatsApp Commerce platform and partner with some of India’s leading D2C brands. You’ll have high ownership and autonomy, work closely with founders and senior business leaders, and play a key role in shaping how brands leverage WhatsApp to drive engagement, retention, and growth. With a high-performance culture and exposure to a rapidly evolving commerce ecosystem, this role offers significant opportunities to learn, build, and grow. Department: Merchant Success – Kwik Engage Experience: 3 - 5 Years