Customer Success Manager

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 a $13M growth round in June 2025 (total funding: $68M)—GoKwik is scaling rapidly across India, the UK, Europe, and the US.

Why This Role Matters

This is not just account management—it is growth ownership. As a Customer Success Manager for KwikEngage, you will directly influence how D2C brands scale using data, experimentation, and strategic partnerships. Every insight, experiment, and recommendation you drive contributes to measurable outcomes across merchant growth and platform success.

What You’ll Own

Merchant Growth & Account Ownership

• Own and scale key merchant relationships
• Drive product adoption, engagement, and long-term value
• Build strong partnerships with merchant stakeholders

Data-Driven Growth

• Analyse conversion funnels, GMV, and engagement metrics
• Identify growth opportunities using data and insights
• Translate insights into actionable strategies

Experimentation & Optimisation

• Design and run experiments (A/B testing) to identify high-impact growth levers
• Optimise performance across campaigns and customer journeys
• Continuously improve outcomes through structured experimentation

Cross-Functional Collaboration

• Work closely with Product, Engineering, and Customer Engineering teams
• Translate merchant insights into product improvements
• Ensure seamless execution of growth initiatives

Performance Tracking

• Track performance against key benchmarks and success metrics
• Monitor trends and optimise for consistent outcomes
• Drive accountability across merchant performance

Strategic Influence

• Turn data into clear, actionable recommendations
• Influence decision-making across internal teams and merchant stakeholders
• Build strong internal and external alignment

Who You Are

• Experience in B2B SaaS, AdTech, FinTech, or eCommerce ecosystems
• Proven ability to drive product adoption and stakeholder influence in customer-facing roles
• Strong analytical skills with experience using Excel, Metabase, or similar tools
• Comfortable working with conversion metrics, funnels, and growth data
• Ability to structure problems, derive insights, and execute with speed
• High ownership mindset with comfort in fast-paced environments
• Excellent communication and stakeholder management skills

Why GoKwik

At GoKwik, you’ll work at the intersection of product, data, and growth—helping top D2C brands scale through intelligent engagement strategies.

You’ll have ownership over outcomes, exposure to high-impact growth initiatives, and the opportunity to shape how brands leverage WhatsApp commerce at scale.

Required Skills

analytics retention Business growth marketing automation customer Success Problem-solving AI led content d2c ecom