Customer Success Manager - LT

GoKwik; Gurugram District; On-site; INR 800,000 - 1,400,000; Full time

Job summary

GoKwik in India is seeking a Customer Success Manager to help D2C brands grow through engagement, retention, and revenue. You will own merchant outcomes across channels like WhatsApp, Email, and SMS, and partner with Product, Eng, Sales, and Marketing to drive adoption.

You’ll analyze funnels, run experiments, and translate data into actionable growth strategies using Excel, SQL, Metabase, Looker or Power BI.

Qualifications

• 2–5 years of experience in Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, or eCommerce.
• Strong understanding of customer lifecycle management and conversion optimisation.
• Experience with WhatsApp, Email, SMS, Push Notifications, CRM, or marketing automation platforms.
• Strong analytical skills with experience in Excel, SQL, Metabase, Looker, Power BI, or similar tools.

Responsibilities

• Own business outcomes across a portfolio of merchants, driving adoption, retention, expansion, and revenue growth.
• Act as a trusted advisor to brands across WhatsApp, Email, SMS, and customer engagement channels.
• Identify growth opportunities across acquisition, conversion, retention, and reactivation journeys.
• Conduct business reviews and provide actionable recommendations tied to merchant KPIs.
• Guide merchants across the customer lifecycle—from acquisition and checkout to retention and loyalty.
• Advise on high-impact use cases including cart recovery, COD verification, order updates, cross-sell, upsell, win-back campaigns, and loyalty journeys.
• Drive multi-channel adoption and lifecycle-led engagement strategies.
• Analyze merchant performance through funnels, cohorts, lifecycle metrics, and A/B testing.
• Identify opportunities to improve conversion, retention, repeat purchases, and customer engagement.
• Develop hypotheses, recommend experiments, and measure business impact.
• Translate complex data into actionable growth recommendations.
• Leverage AI tools to automate workflows and improve productivity.
• Use AI-driven analysis to identify trends, risks, and growth opportunities.
• Experiment with AI-powered approaches for onboarding, adoption, support, and engagement.
• Champion an AI-first mindset across customer success operations.
• Partner closely with Product, Engineering, Sales, and Marketing teams.
• Influence product roadmap through merchant feedback and market insights.
• Drive feature adoption, pilot programs, and strategic growth initiatives.
• Act as the voice of the customer across the organisation.

Skills

Customer success

Account management

Growth

Retention marketing

SaaS

MarTech

FinTech

eCommerce

Analytical skills

SQL

Excel

Power BI

Tools

Excel

SQL

Metabase

Looker

Power BI

CRM

Job description

About GoKwik

GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Today, GoKwik powers 15,000+ merchants globally, processes ~$2 billion in GMV, and continues to strengthen its AI-powered infrastructure across India, the UK, Europe, and the US.

Why This Role Matters

KwikEngage enables brands to engage customers across the entire lifecycle—from acquisition and conversion to retention and loyalty. As a Customer Success Manager, you will help merchants maximize business outcomes by improving customer engagement, increasing repeat purchases, driving retention, and unlocking sustainable revenue growth. Through a combination of product expertise, analytics, lifecycle marketing, and AI-powered workflows, you will become a strategic growth partner for leading D2C brands.

What You’ll Own

Merchant Growth & Success

• Own business outcomes across a portfolio of merchants, driving adoption, retention, expansion, and revenue growth
• Act as a trusted advisor to brands across WhatsApp, Email, SMS, and customer engagement channels
• Identify growth opportunities across acquisition, conversion, retention, and reactivation journeys
• Conduct business reviews and provide actionable recommendations tied to merchant KPIs

Lifecycle Marketing Excellence

• Guide merchants across the customer lifecycle—from acquisition and checkout to retention and loyalty
• Advise on high-impact use cases including cart recovery, COD verification, order updates, cross-sell, upsell, win-back campaigns, and loyalty journeys
• Drive multi-channel adoption and lifecycle-led engagement strategies

Data, Analytics & Experimentation

• Analyse merchant performance through funnels, cohorts, lifecycle metrics, and A/B testing
• Identify opportunities to improve conversion, retention, repeat purchases, and customer engagement
• Develop hypotheses, recommend experiments, and measure business impact
• Translate complex data into actionable growth recommendations

AI-Led Customer Success

• Leverage AI tools to automate workflows and improve productivity
• Use AI-driven analysis to identify trends, risks, and growth opportunities
• Experiment with AI-powered approaches for onboarding, adoption, support, and engagement
• Champion an AI-first mindset across customer success operations

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Sales, and Marketing teams
• Influence product roadmap through merchant feedback and market insights
• Drive feature adoption, pilot programs, and strategic growth initiatives
• Act as the voice of the customer across the organisation

Who You Are

• 2–5 years of experience in Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, or eCommerce
• Strong understanding of customer lifecycle management and conversion optimisation
• Experience working with WhatsApp, Email, SMS, Push Notifications, CRM, or marketing automation platforms
• Strong analytical skills with experience in Excel, SQL, Metabase, Looker, Power BI, or similar tools
• Ability to connect product capabilities with measurable business outcomes
• Excellent communication, stakeholder management, and problem-solving skills
• Comfortable using AI tools to improve productivity, decision-making, and customer outcomes
• Curious about emerging technologies with a strong learning mindset
• Ability to identify opportunities where AI and automation can improve scale and efficiency

Why GoKwik

At GoKwik, you’ll work at the intersection of Commerce, AI, Data, and Customer Growth. You’ll partner with some of the fastest-growing D2C brands in the ecosystem, influence product innovation, and help shape the future of customer engagement at scale. This role offers strong ownership, high visibility, and the opportunity to create measurable business impact through technology and growth-focused customer success.

Required Skills

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