Why This Role Matters
What You’ll OwnMerchant Growth & Success
- Own business outcomes across a portfolio of merchants, driving adoption, retention, expansion, and revenue growth
- Act as a trusted advisor to brands across WhatsApp, Email, SMS, and customer engagement channels
- Identify growth opportunities across acquisition, conversion, retention, and reactivation journeys
- Conduct business reviews and provide actionable recommendations tied to merchant KPIs
- Guide merchants across the customer lifecycle—from acquisition and checkout to retention and loyalty
- Advise on high-impact use cases including cart recovery, COD verification, order updates, cross-sell, upsell, win-back campaigns, and loyalty journeys
- Drive multi-channel adoption and lifecycle-led engagement strategies
- Analyse merchant performance through funnels, cohorts, lifecycle metrics, and A/B testing
- Identify opportunities to improve conversion, retention, repeat purchases, and customer engagement
- Develop hypotheses, recommend experiments, and measure business impact
- Translate complex data into actionable growth recommendations
- Leverage AI tools to automate workflows and improve productivity
- Use AI-driven analysis to identify trends, risks, and growth opportunities
- Experiment with AI-powered approaches for onboarding, adoption, support, and engagement
- Champion an AI-first mindset across customer success operations
- Partner closely with Product, Engineering, Sales, and Marketing teams
- Influence product roadmap through merchant feedback and market insights
- Drive feature adoption, pilot programs, and strategic growth initiatives
- Act as the voice of the customer across the organisation
Who You Are
- 2–5 years of experience in Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, or eCommerce
- Strong understanding of customer lifecycle management and conversion optimisation
- Experience working with WhatsApp, Email, SMS, Push Notifications, CRM, or marketing automation platforms
- Strong analytical skills with experience in Excel, SQL, Metabase, Looker, Power BI, or similar tools
- Ability to connect product capabilities with 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 technologies with a strong learning mindset
- Ability to identify opportunities where AI and automation can improve scale and efficiency
Why GoKwik
Skills Required
- 2-5 years of experience in Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, or eCommerce
- Strong understanding of customer lifecycle management and conversion optimisation
- Experience with WhatsApp, Email, SMS, Push Notifications, CRM, or marketing automation platforms
- Strong analytical skills with experience in Excel, SQL, Metabase, Looker, Power BI, or similar tools
- Ability to connect product capabilities with measurable business outcomes
- Excellent communication, stakeholder management, and problem-solving skills
- Comfortable using AI tools to improve productivity, decision-making, and customer outcomes
- Curiosity about emerging technologies and a strong learning mindset
- Ability to identify opportunities where AI and automation can improve scale and efficiency
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.
