Customer Success Manager

Role overview

Customer Success Manager at GoKwik

Employment details

• Location: Bangalore [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 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.