Customer Success Manager

GoKwik; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

GoKwik is seeking a Customer Success Manager in Mumbai to own onboarding for a portfolio of D2C brands and drive rapid value realization. You will focus on retention, upsell opportunities, and long-term growth, acting as the main liaison for business and product discussions.

You will collaborate with Product, Engineering, Sales, and Marketing to enhance the customer journey, using analytics to inform strategies and ensure customer outcomes are met in a high-ownership environment.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, or Client Success in SaaS/D2C/MarTech.
• Experience with WhatsApp Business APIs, CRM platforms, retention marketing, or automation is preferred.
• Proven success managing mid-market or enterprise customer accounts with measurable outcomes.
• Strong analytical mindset with ability to translate data into growth opportunities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Own end-to-end onboarding and product adoption for a portfolio of D2C brands, ensuring customers realize value quickly.
• Drive customer retention by identifying opportunities for upselling, cross-selling, and long-term account growth.
• Manage strategic customer relationships, acting as the primary contact for business and product discussions.
• Partner with merchants to develop growth strategies across customer acquisition, engagement, and retention.
• Analyze campaign performance, customer behaviour, and WhatsApp engagement metrics to provide actionable recommendations.
• Build trusted relationships with founders, CXOs, marketing leaders, and other stakeholders.
• Collaborate with Product, Engineering, Sales, and Marketing to improve customer experience and influence product enhancements.
• Drive operational excellence by improving internal processes and scalable customer success practices.

Skills

Customer success

Account management

Data analysis

Stakeholder communication

Tools

WhatsApp Business APIs

CRM platforms

Job description

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 and international markets.

Why This Role Matters

Customer Success at KwikEngage goes beyond managing accounts - it is about driving business growth for some of India's fastest-growing D2C brands. As a Customer Success Manager, you will own strategic customer relationships, ensure successful product adoption, identify growth opportunities, and help merchants maximize the value of the platform. Your ability to combine consultative problem-solving with data-driven insights will directly influence customer retention, expansion, and long-term success.

What You'll Own

• Own end-to-end onboarding and product adoption for a portfolio of D2C brands, ensuring customers realize value quickly.
• Drive customer retention by identifying opportunities for upselling, cross-selling, and long-term account growth.
• Manage strategic customer relationships, acting as the primary point of contact for business and product discussions.
• Partner with merchants to develop growth strategies across customer acquisition, engagement, and retention.
• Analyze campaign performance, customer behaviour, and WhatsApp engagement metrics to provide actionable business recommendations.
• Build trusted relationships with founders, CXOs, marketing leaders, and other key stakeholders.
• Collaborate closely with Product, Engineering, Sales, and Marketing teams to improve customer experience and influence product enhancements.
• Drive operational excellence by improving internal processes, documentation, and scalable customer success best practices.

Who You Are

• 3-5 years of experience in Customer Success, Account Management, or Client Success, preferably within SaaS, D2C, MarTech, or marketing automation.
• Experience working with WhatsApp Business APIs, CRM platforms, retention marketing, or automation workflows is highly preferred.
• Proven success managing mid-market or enterprise customer accounts with measurable business outcomes.
• Strong analytical mindset with the ability to interpret data and translate insights into growth opportunities.
• Excellent communication, stakeholder management, and relationship-building skills.
• Comfortable working in a fast-paced, high-ownership environment where customer outcomes are the primary measure of success.

Why GoKwik

At GoKwik, you'll work on products that power thousands of eCommerce brands and shape the future of digital commerce. You'll have the opportunity to own customer outcomes, work directly with leading D2C businesses, collaborate with high-performing teams, and build solutions that create measurable business impact. If you're excited about combining technology, customer strategy, and growth, you'll thrive here.

Required Skills

d2c ecom retention customer lifecycle