Associate Customer Success Manager

GoKwik; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

GoKwik is hiring an Associate Customer Success Manager for KwikEngage in Mumbai. You will help D2C brands adopt the platform, drive engagement, and build long-term relationships while owning onboarding and adoption metrics.

Ideal candidates have 1–3 years in customer success or related roles, with experience in SaaS or martech, and familiarity with WhatsApp Business APIs and CRM tools. This position requires a data-driven approach and strong stakeholder management.

Qualifications

• 1–3 years of experience in Customer Success, Account Management, or similar roles.
• Experience driving adoption, engagement, retention, or revenue outcomes.
• Exposure to WhatsApp Business APIs, retention marketing, CRM platforms, or automation workflows is a strong plus.

Responsibilities

• Support customer onboarding and drive product adoption for KwikEngage.
• Identify opportunities to improve engagement, retention, upsell, and cross-sell.
• Manage a portfolio of D2C accounts and track success milestones.
• Collaborate with Product, Engineering, Marketing, and internal teams to resolve challenges.
• Analyse campaign performance and customer journeys to derive insights.

Skills

Customer Success

Account Management

Data analysis

Tools

WhatsApp Business APIs

CRM platforms

Job description

Job Description:

About GoKwik

GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.

KwikEngage is GoKwik’s WhatsApp Commerce Suite, helping D2C brands drive customer engagement, improve retention, increase conversions, and build stronger customer relationships through WhatsApp.

Why This Role Matters

As an Associate Customer Success Manager for KwikEngage, you will play a key role in helping D2C brands adopt the platform, drive engagement, and achieve measurable business outcomes. You will work closely with customers to understand their goals, support onboarding and adoption, identify growth opportunities, and build strong, long-term relationships.

This role is ideal for someone who enjoys working closely with customers, using data to solve problems, and operating in a fast-paced environment where they can take ownership and grow quickly.

What You’ll Own

• Customer Success & Adoption: Support customer onboarding, drive product adoption, and ensure brands are able to effectively leverage KwikEngage.


• Growth & Retention: Identify opportunities to improve customer engagement, retention, upsell, and cross-sell through data-driven interventions.


• Account Management: Manage a portfolio of D2C accounts, track customer success milestones, proactively address challenges, and support churn prevention.


• Business Growth: Work with customers to identify opportunities across acquisition, engagement, retention, and customer lifecycle.


• Performance & Insights: Analyse campaign performance, customer behaviour, and WhatsApp journeys to identify insights and recommend improvements.


• Stakeholder Management: Build strong relationships with marketing teams, founders, and other key stakeholders while acting as a trusted point of contact.


• Cross-functional Collaboration: Work closely with Product, Engineering, Marketing, and internal teams to resolve customer challenges and improve the overall customer experience.


• Process Excellence: Contribute to customer success processes, documentation, playbooks, and best practices to improve efficiency and customer experience at scale.

Who You Are

• 1–3 years of experience in Customer Success, Account Management, Client Servicing, or a similar customer-facing role, preferably in SaaS, D2C, martech, or marketing automation.


• Experience managing customer accounts and driving adoption, engagement, retention, or revenue outcomes.


• Exposure to WhatsApp Business APIs, retention marketing, CRM platforms, or automation workflows is a strong plus.


• Strong analytical and problem-solving skills, with the ability to use data to identify opportunities and make recommendations.


• Excellent communication and stakeholder management skills.


• Strong ownership mindset with the ability to manage multiple priorities in a fast-paced environment.


• A customer-first approach with a willingness to learn, experiment, and take initiative.

Why GoKwik

At GoKwik, you’ll have the opportunity to work on a fast-growing WhatsApp Commerce platform and partner with leading D2C brands. You’ll get high ownership and exposure to customer growth, retention, and engagement while working closely with experienced teams across Product, Engineering, Marketing, and Business. With a high-performance culture, rapid learning opportunities, and the chance to help shape a growing WhatsApp Commerce ecosystem, this role offers a strong platform to build and accelerate your career in Customer Success.

Required Skills

customer lifecycle retention ecom d2c