Why This Role Matters
What You’ll Own
- Customer Success & Adoption: Lead account onboarding, drive product adoption, and ensure customers consistently realise value from KwikEngage.
- Growth & Retention: Identify and execute opportunities to improve customer retention, engagement, upsell, and cross-sell.
- Account Management: Own a portfolio of high-value D2C accounts, track success milestones, proactively address risks, and minimise churn.
- Business Strategy: Partner with customers to identify growth opportunities across acquisition, engagement, retention, and customer lifecycle.
- Performance & Insights: Analyse campaign performance, customer behaviour, and WhatsApp journeys to identify actionable insights and recommendations.
- Stakeholder Management: Build strong relationships with founders, CXOs, marketing heads, and other key stakeholders, becoming their trusted point of contact.
- Cross-functional Collaboration: Work closely with Product, Engineering, Marketing, and other internal teams to solve customer challenges and influence product improvements.
- Process Excellence: Build and improve customer success processes, documentation, playbooks, and best practices to enhance customer experience at scale.
Who You Are
- 3–5 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS, D2C, martech, or marketing automation.
- Experience managing mid-market to enterprise accounts with demonstrated impact on customer growth, retention, or revenue.
- Strong understanding of customer lifecycle, retention marketing, CRM, or marketing automation.
- Hands-on experience with WhatsApp Business APIs, WhatsApp marketing, CRM platforms, or automation workflows is a strong plus.
- Strong analytical and problem-solving skills, with the ability to translate data into actionable business recommendations.
- Excellent communication and stakeholder management skills, with the confidence to work with senior business leaders.
- Strong ownership mindset with the ability to independently manage multiple accounts and drive outcomes.
Why GoKwik
Skills Required
- 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role
- Experience in SaaS, D2C, martech, or marketing automation
- Experience managing mid-market to enterprise accounts
- Demonstrated impact on customer growth, retention, or revenue
- Strong understanding of customer lifecycle, retention marketing, CRM, or marketing automation
- Hands-on experience with WhatsApp Business APIs, WhatsApp marketing, CRM platforms, or automation workflows
- Strong analytical and problem-solving skills with the ability to translate data into actionable business recommendations
- Excellent communication and stakeholder management skills
- Confidence working with senior business leaders
- Strong ownership mindset and ability to independently manage multiple accounts and drive outcomes
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.
