Why This Role Matters
What You’ll Own
- Own business outcomes across a portfolio of UK and European merchants, driving product adoption, retention, expansion, and revenue growth.
- Build and manage strong relationships with merchant stakeholders, including executive-level decision-makers.
- Lead QBRs and strategic business reviews, using merchant KPIs and performance insights to drive actionable recommendations.
- Own campaign management end-to-end across cart recovery, order updates, cross-sell/upsell, win-back, and other retention journeys.
- Plan, execute, analyse, and optimise campaigns to improve merchant outcomes.
- Analyse merchant performance using funnels, cohorts, A/B testing, and other data-driven frameworks to identify growth opportunities.
- Translate data and performance trends into clear, actionable recommendations for merchants.
- Leverage AI tools to automate workflows, surface insights, and improve customer success productivity.
- Partner closely with Product, Engineering, Sales, and Marketing to solve merchant challenges and drive product improvements.
- Act as the voice of UK/Europe merchants internally, effectively bridging UK/Europe and India time zones.
Who You Are
- 5-8 years of experience in Customer Success, Account Management, Growth, SaaS, MarTech, FinTech, or eCommerce.
- Prior experience managing or working directly with clients across the US, UK, Europe, or Australia.
- Proven experience owning accounts end-to-end, from planning and execution to performance analysis and business outcomes.
- Excellent English communication skills with the ability to confidently engage with native English-speaking stakeholders and senior leadership.
- Strong stakeholder management, negotiation, analytical, and problem-solving skills.
- Functional understanding of retention marketing strategies and tools such as Klaviyo.
- Comfortable using AI tools to improve productivity, analysis, and decision-making.
Skills Required
- 5-8 years of experience in Customer Success, Account Management, Growth, SaaS, MarTech, FinTech, or eCommerce
- Experience managing or working directly with clients across the US, UK, Europe, or Australia
- Experience owning accounts end-to-end, from planning and execution through performance analysis and business outcomes
- Excellent English communication skills with confidence engaging native English-speaking stakeholders and senior leadership
- Strong stakeholder management, negotiation, analytical, and problem-solving skills
- Functional understanding of retention marketing strategies and tools such as Klaviyo
- Comfort using AI tools to improve productivity, analysis, and decision-making
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.
