The Role
Own outcomes for a portfolio of eCommerce merchants by driving adoption, retention, expansion, and revenue growth. Advise brands on lifecycle engagement across WhatsApp, email, SMS, and other channels. Analyze funnels, cohorts, A/B tests, and lifecycle data to recommend experiments and growth opportunities. Leverage AI to improve customer success workflows, partner with Product, Engineering, Sales, and Marketing, lead feature pilots, and represent merchant feedback in product prioritization.
Summary Generated by Built In
About GoKwik
Why This Role Exists
What You’ll OwnMerchant Growth, Retention & Success
Who You Are
Why GoKwik
GoKwik is building the growth operating system for eCommerce brands, helping merchants drive higher conversions, reduce friction, improve retention, and grow revenue through technology, data, and AI. With KwikEngage, we’re building the next generation of customer engagement across WhatsApp, Email, SMS, and AI-powered customer journeys. This role is for someone who wants to go beyond account management and become a strategic growth partner to merchants—using data, technology, and AI to create measurable business impact.
Why This Role Exists
KwikEngage helps brands engage customers across their entire lifecycle—from acquisition and checkout to post-purchase, retention, and reactivation. As a Customer Success Manager, you will own merchant outcomes by driving adoption, identifying growth opportunities, and helping brands build scalable, high-performing engagement journeys. The role sits at the intersection of customer success, lifecycle marketing, analytics, and AI, with a strong focus on translating product capabilities into measurable business results.
What You’ll OwnMerchant Growth, Retention & Success
- Own business outcomes for a portfolio of Emerging-category merchants, driving adoption, retention, expansion, and revenue growth.
- Act as a trusted advisor to merchants, helping them maximise performance across WhatsApp, Email, SMS, and emerging engagement channels.
- Identify growth opportunities across acquisition, conversion, retention, and reactivation.
- Conduct strategic business reviews and translate merchant data into actionable recommendations linked to business KPIs.
- Build deep expertise across the customer lifecycle—from acquisition and checkout to post-purchase, retention, and loyalty.
- Advise merchants on high-impact use cases such as:
- Cart Recovery
- COD Verification
- Order Updates
- Cross-sell & Upsell
- Win-back Campaigns
- Loyalty & Retention Journeys
- Drive multi-channel adoption by helping merchants move from siloed campaigns to lifecycle-led engagement strategies.
- Analyse merchant performance through funnels, cohorts, A/B tests, and lifecycle analytics.
- Identify opportunities to improve conversion, retention, repeat purchases, and customer engagement.
- Build hypotheses, recommend experiments, and measure business impact.
- Translate complex data into simple, actionable growth recommendations.
- Leverage AI tools to improve productivity, automate repetitive workflows, and uncover merchant insights faster.
- Use AI-powered analysis to identify trends, risks, and growth opportunities across merchant portfolios.
- Experiment with AI-led workflows to improve onboarding, adoption, support, and merchant engagement.
- Champion an AI-first approach to scaling customer success without adding operational complexity.
- Partner closely with Product, Engineering, Sales, and Marketing teams to drive merchant outcomes.
- Bring merchant feedback and market insights into product and feature prioritisation.
- Lead feature pilots, adoption initiatives, and strategic growth programs.
- Act as the voice of the customer across GoKwik.
Who You Are
- 2–5 years of experience across Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, or eCommerce.
- Strong understanding of customer lifecycle management, engagement, and conversion optimisation.
- Experience with channels such as WhatsApp, Email, SMS, Push Notifications, or CRM platforms.
- Comfortable working with data and tools such as Excel, SQL, Metabase, Looker, Power BI, or similar platforms.
- Strong ability to connect product capabilities to measurable business outcomes.
- Excellent communication, stakeholder management, and problem-solving skills.
- Comfortable using AI tools to improve productivity, decision-making, and customer outcomes.
- Curious about emerging technology and constantly looking for ways to automate, simplify, and scale.
- Strong ownership mindset with the ability to operate independently in a fast-paced environment.
Why GoKwik
At GoKwik, you’ll work at the intersection of Commerce, AI, Data, and Customer Growth, partnering with some of the fastest-growing eCommerce brands. You’ll have the opportunity to directly influence merchant growth, shape how customers engage with brands, work closely with Product and Engineering, and build scalable customer success practices in a high-ownership, Day 0 environment.
Skills Required
- 2-5 years of experience in Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, or eCommerce
- Understanding of customer lifecycle management, engagement, and conversion optimization
- Experience with WhatsApp, Email, SMS, Push Notifications, or CRM platforms
- Comfort working with data and tools such as Excel, SQL, Metabase, Looker, or Power BI
- Ability to connect product capabilities to measurable business outcomes
- Strong communication, stakeholder management, and problem-solving skills
- Comfort using AI tools to improve productivity, decision-making, and customer outcomes
- Curiosity about emerging technology and ability to automate, simplify, and scale workflows
- Strong ownership mindset and ability to work independently in a fast-paced environment
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.
.png){kind=logo}
