Associate Customer Success Manager

Role overview

Associate Customer Success Manager at GoKwik

Employment details

• Location: Mumbai [India]

About the employer

• 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 an Associate Customer Success Manager for KwikEngage, you will play a key role in helping D2C brands adopt the platform, drive engagement, and achieve measurable business outcomes.
• You will work closely with customers to understand their goals, support onboarding and adoption, identify growth opportunities, and build strong, long-term relationships.
• This role is ideal for someone who enjoys working closely with customers, using data to solve problems, and operating in a fast-paced environment where they can take ownership and grow quickly.
• What You’ll Own Customer Success & Adoption: Support customer onboarding, drive product adoption, and ensure brands are able to effectively leverage KwikEngage.
• Growth & Retention: Identify opportunities to improve customer engagement, retention, upsell, and cross-sell through data-driven interventions.
• Account Management: Manage a portfolio of D2C accounts, track customer success milestones, proactively address challenges, and support churn prevention.
• Business Growth: Work with customers to identify opportunities across acquisition, engagement, retention, and customer lifecycle.
• Performance & Insights: Analyse campaign performance, customer behaviour, and WhatsApp journeys to identify insights and recommend improvements.
• Stakeholder Management: Build strong relationships with marketing teams, founders, and other key stakeholders while acting as a trusted point of contact.
• Cross-functional Collaboration: Work closely with Product, Engineering, Marketing, and internal teams to resolve customer challenges and improve the overall customer experience.
• Process Excellence: Contribute to customer success processes, documentation, playbooks, and best practices to improve efficiency and customer experience at scale.
• Who You Are 1–3 years of experience in Customer Success, Account Management, Client Servicing, or a similar customer-facing role, preferably in SaaS, D2C, martech, or marketing automation.
• Experience managing customer accounts and driving adoption, engagement, retention, or revenue outcomes.
• Exposure to WhatsApp Business APIs, retention marketing, CRM platforms, or automation workflows is a strong plus.
• Strong analytical and problem-solving skills, with the ability to use data to identify opportunities and make recommendations.
• Excellent communication and stakeholder management skills.
• Strong ownership mindset with the ability to manage multiple priorities in a fast-paced environment.
• A customer-first approach with a willingness to learn, experiment, and take initiative.
• Why GoKwik At GoKwik, you’ll have the opportunity to work on a fast-growing WhatsApp Commerce platform and partner with leading D2C brands.
• You’ll get high ownership and exposure to customer growth, retention, and engagement while working closely with experienced teams across Product, Engineering, Marketing, and Business.
• With a high-performance culture, rapid learning opportunities, and the chance to help shape a growing WhatsApp Commerce ecosystem, this role offers a strong platform to build and accelerate your career in Customer Success.