Associate Customer Success Manager

About GoKwik

GoKwik is a growth operating system for D2C and eCommerce brands, powering merchants across checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Today, GoKwik enables 15,000+ merchants globally, processes ~$2 billion in GMV, and is rapidly scaling across India, the UK, Europe, and the US. Backed by RTP Global, Z47, Peak XV, and Think Investments, GoKwik has raised $68 million in funding, including a $13 million growth round in June 2025, and is building AI-powered infrastructure to shape the future of eCommerce.

Why This Role Matters

Customer Success at GoKwik is a growth function—not a support function. As an Associate Customer Success Manager – KwikEngage, you'll partner with a portfolio of emerging eCommerce brands to help them unlock measurable business outcomes through lifecycle marketing and customer engagement. You'll combine product expertise, lifecycle marketing knowledge, data-driven decision-making, and AI-powered workflows to drive adoption, improve retention, increase repeat purchases, and help merchants maximize the value of KwikEngage. This role is ideal for someone who enjoys solving business problems, building strong customer relationships, and creating measurable impact through technology.

What You'll Own

Merchant Growth & Success

• Own a portfolio of emerging merchants, driving product adoption, retention, engagement, and business growth through consultative account management.
• Build trusted relationships with merchants and become their strategic advisor for customer engagement and lifecycle growth.
• Identify opportunities across acquisition, conversion, retention, and reactivation journeys to improve merchant performance.
• Conduct regular business reviews and provide actionable recommendations aligned with merchant business goals and KPIs.
  
  

Commerce Lifecycle Strategy

• Develop expertise across the complete customer lifecycle—from acquisition and checkout to post-purchase engagement, retention, and loyalty.
• Advise merchants on high-impact lifecycle use cases including:
• Cart Recovery
• COD Verification
• Order Updates
• Cross-Sell & Upsell Campaigns
• Win-Back Journeys
• Loyalty & Retention Programs
• Drive multi-channel adoption by helping merchants build lifecycle-led engagement strategies across WhatsApp, Email, SMS, and other communication channels.
  

Data, Analytics & Optimization

• Analyze merchant performance using funnels, cohorts, A/B testing, lifecycle metrics, and engagement analytics.
• Identify opportunities to improve conversion rates, customer retention, repeat purchases, and campaign performance.
• Recommend experiments, measure outcomes, and translate insights into actionable business recommendations.
• Use data to identify growth opportunities and continuously improve merchant performance.
  
  

AI-First Customer Success

• Leverage AI tools to automate repetitive tasks, improve productivity, and generate merchant insights faster.
• Use AI-driven analysis to proactively identify trends, risks, and opportunities across merchant portfolios.
• Continuously experiment with AI-powered workflows to improve merchant onboarding, adoption, support, and engagement.
• Champion an AI-first approach by using technology to scale customer success without increasing operational complexity.
  
  

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Sales, Marketing, and Support teams to deliver the best merchant experience.
• Share merchant feedback and market insights to influence product improvements and roadmap decisions.
• Support feature launches, pilot programs, adoption initiatives, and strategic growth projects.
• Act as the voice of the customer across internal teams.
  
  

Who You Are

• 2–5 years of experience in Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, eCommerce, or similar customer-facing roles.
• Strong understanding of customer lifecycle management and conversion optimization.
• Experience working with engagement channels such as WhatsApp, Email, SMS, Push Notifications, CRM platforms, or Marketing Automation tools.
• Strong analytical skills with experience using Excel, SQL, Metabase, Looker, Power BI, or similar analytics tools.
• Ability to connect product capabilities with measurable business outcomes.
• Excellent communication, stakeholder management, and relationship-building skills.
• Comfortable using AI tools such as ChatGPT, Gemini, Claude, or similar platforms to improve productivity and decision-making.
• Curious, adaptable, and eager to continuously learn, experiment, and improve.
  
  

Why GoKwik

At GoKwik, Customer Success is a strategic growth engine. You'll work at the intersection of AI, Commerce, Data, and Customer Growth while partnering with some of India's fastest-growing eCommerce brands. You'll have the opportunity to solve meaningful business challenges, influence product innovation, leverage AI to scale impact, and directly contribute to merchant growth. If you're passionate about helping businesses grow through technology, analytics, and customer engagement, you'll thrive at GoKwik.

Required Skills

CRM automation customer lifecycle stakeholder management customer Success Ownership AI led Retention Marketing retention Shopify negotiation handling Problem-solving

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