Why This Role Matters
What You'll Own
- Own end-to-end onboarding and product adoption for a portfolio of D2C brands, ensuring customers realize value quickly.
- Drive customer retention by identifying opportunities for upselling, cross-selling, and long-term account growth.
- Manage strategic customer relationships, acting as the primary point of contact for business and product discussions.
- Partner with merchants to develop growth strategies across customer acquisition, engagement, and retention.
- Analyze campaign performance, customer behaviour, and WhatsApp engagement metrics to provide actionable business recommendations.
- Build trusted relationships with founders, CXOs, marketing leaders, and other key stakeholders.
- Collaborate closely with Product, Engineering, Sales, and Marketing teams to improve customer experience and influence product enhancements.
- Drive operational excellence by improving internal processes, documentation, and scalable customer success best practices.
Who You Are
- 3–5 years of experience in Customer Success, Account Management, or Client Success, preferably within SaaS, D2C, MarTech, or marketing automation.
- Experience working with WhatsApp Business APIs, CRM platforms, retention marketing, or automation workflows is highly preferred.
- Proven success managing mid-market or enterprise customer accounts with measurable business outcomes.
- Strong analytical mindset with the ability to interpret data and translate insights into growth opportunities.
- Excellent communication, stakeholder management, and relationship-building skills.
- Comfortable working in a fast-paced, high-ownership environment where customer outcomes are the primary measure of success.
Why GoKwik
Skills Required
- 3-5 years of experience in Customer Success, Account Management, or Client Success
- Experience in SaaS, D2C, MarTech, or marketing automation
- Experience working with WhatsApp Business APIs, CRM platforms, retention marketing, or automation workflows
- Proven success managing mid-market or enterprise customer accounts with measurable business outcomes
- Strong analytical mindset with ability to interpret data and translate insights into growth opportunities
- Excellent communication, stakeholder management, and relationship-building skills
- Comfortable working in a fast-paced, high-ownership environment
- Ability to analyze campaign performance, customer behaviour, and WhatsApp engagement metrics
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.
