Why This Role Matters
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
Skills Required
- 1-3 years of experience in Customer Success, Account Management, Client Servicing, or a similar customer-facing role
- Experience 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
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Strong ownership mindset and ability to manage multiple priorities
- Customer-first approach with willingness to learn, experiment, and take initiative
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.
