Customer Success Manager - LT

About GoKwik

GoKwik is a growth operating system built to maximise D2C and eCommerce GMV. From checkout optimisation and RTO reduction to payments, retention, and post-purchase engagement, we help brands scale profitably. Today, GoKwik powers 15,000+ merchants globally and processes $2B+ in GMV annually. Backed by RTP Global, Z47, Peak XV, and Think Investments, we are building AI-led, product-first solutions that scale through PLG.

Why This Role Matters

KwikEngage is designed to power end-to-end commerce lifecycle journeys, not isolated campaigns. This role exists to ensure merchants maximise value across channels by using KwikEngage as a single retention and revenue-driving platform. You will own merchant outcomes across conversion, engagement, retention, and revenue through strong product understanding, lifecycle thinking, and data-backed recommendations.

What You’ll Own

Commerce Growth Across Channels

• Own performance of multi-channel commerce journeys across WhatsApp, Email, and SMS
• Advise merchants on high-impact use cases such as cart recovery, COD confirmation, order updates, cross-sell, reactivation, and retention
• Drive adoption of KwikEngage features by linking them directly to revenue and retention outcomes
  
  

Product, Funnel & Lifecycle Expertise

• Build deep understanding of KwikEngage capabilities across channels and workflows
• Understand the full commerce lifecycle: acquisition → checkout → post-purchase → retention → repeat
• Help merchants build channel-mix strategies instead of running siloed campaigns
  
  

Data, Insights & Experimentation

• Analyse performance using A/B testing, cohort analysis, and funnel tracking
• Identify drop-offs across lifecycle journeys and recommend data-backed optimisations
• Focus on actionable insights over vanity metrics, tied directly to conversion uplift, repeat rate, and revenue impact
  
  

Execution & Cross-Functional Ownership

• Partner with Product and Engineering teams on pilots, feature adoption, and product enhancements
• Collaborate with Sales and Marketing teams to align merchant education, use cases, and GTM narratives
• Define success metrics and business requirements for experiments and new initiatives
  
  

Reporting & Scale

• Track and report key metrics such as opt-in rate, open rate, CTR, conversion uplift, repeat purchase rate, and revenue per message
• Build scalable reporting frameworks for merchant reviews and leadership visibility
• Develop category expertise and surface trends to support platform-level innovation
  
  

Who You Are

• 2–4 years of experience in B2B SaaS, MarTech, AdTech, FinTech, or eCommerce
• Hands-on exposure to retention marketing or commerce messaging (WhatsApp, Email, SMS)
• Strong understanding of funnels, lifecycle marketing, and conversion optimisation
• High comfort with Excel, dashboards, and data analysis (Metabase exposure is a plus)
• Strong ability to translate product features into clear business impact narratives
• High ownership mindset, bias for action, and comfort working in fast-paced startup environments
  
  

Why GoKwik

At GoKwik, Customer Success directly drives merchant growth and product adoption. This role offers high ownership, strong cross-functional exposure, and the opportunity to work with leading D2C brands to unlock measurable retention and revenue outcomes through lifecycle-led engagement.

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