Associate Customer Success Manager

About GoKwik

GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Through KwikEngage, GoKwik helps brands drive customer engagement and retention across WhatsApp and other communication channels. Today, GoKwik powers 15,000+ merchants globally and continues to scale its AI-led commerce ecosystem.

Why This Role Matters

Customer engagement and retention are critical growth levers for D2C brands. As an Associate Customer Success Manager, you will help merchants unlock the full potential of KwikEngage by driving adoption, improving campaign performance, and building long-term customer relationships. Your work will directly contribute to merchant growth, retention, and success.

What You’ll Own

Customer Success & Adoption

• Support onboarding and implementation for new merchant accounts
• Drive product adoption and help customers maximize value from KwikEngage
• Conduct regular check-ins, training sessions, and adoption reviews
• Ensure merchants achieve their success milestones and business objectives
  
  

Account Management

• Manage a portfolio of D2C brands and act as their primary day-to-day point of contact
• Monitor account health and proactively identify risks and opportunities
• Support retention efforts through proactive engagement and relationship management
  
  

Growth & Retention

• Identify upsell and cross-sell opportunities in partnership with senior team members
• Help merchants improve customer engagement, retention, and campaign performance
• Provide data-backed recommendations to drive business outcomes
  
  

Performance Insights

• Analyse campaign performance, customer behaviour, and WhatsApp journeys
• Share actionable insights and best practices with merchants
• Track key metrics and help brands optimise their engagement strategies
  
  

Cross-Functional Collaboration

• Partner with Product, Engineering, and Marketing teams to resolve merchant issues
• Share customer feedback and insights to influence product improvements
• Contribute to customer success playbooks and process enhancements
  
  

Who You Are

• 1–3 years of experience in Customer Success, Account Management, Client Servicing, or Relationship Management
• Experience in SaaS, MarTech, CRM, D2C, eCommerce, or technology-led businesses is preferred
• Familiarity with WhatsApp Business, CRM platforms, marketing automation tools, or customer engagement solutions is a plus
• Strong communication and stakeholder management skills
• Analytical mindset with the ability to derive insights from data
• Proactive problem solver with a customer-first approach
• Comfortable managing multiple accounts and priorities in a fast-paced environment
• Proficiency in English and Hindi is required
• Proficiency in Telugu or Tamil is mandatory
  
  

Why GoKwik

At GoKwik, you'll work on a fast-growing product powering hundreds of leading D2C brands. You'll gain exposure to customer growth, retention, and commerce technology while working closely with high-growth businesses. This role offers strong ownership, accelerated learning, and the opportunity to shape the future of WhatsApp commerce in India.

Required Skills

analytics marketing automation AI led Retention Marketing ecom customer Success retention d2c Problem-solving CRM automation

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