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Job Description & How to Apply Below
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
Kwik Engage 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 Whats App, 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, Mar Tech, Fin Tech, or eCommerce
Strong understanding of customer lifecycle management and conversion optimisation
Experience working with Whats App, 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 Go Kwik
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 s role offers strong ownership, high visibility, and the opportunity to create measurable business impact through technology and growth-focused customer success.
Required Skills
customer Success retention Ownership negotiation handling Problem-solving Shopify stakeholder management AI led Retention Marketing CRM automation
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