Customer Success Manager - LT

About GoKwik

GoKwik is a growth operating system built to maximise D2C and eCommerce GMV. From checkout optimisation and RTO reduction to payments, retention, and post-purchase engagement, we help brands scale profitably. Today, GoKwik powers 15,000+ merchants globally and processes $2B+ in GMV annually. Backed by RTP Global, Z47, Peak XV, and Think Investments, we are building AI-led, product-first solutions that scale through PLG.

Why This Role Matters

KwikEngage is designed to power end-to-end commerce lifecycle journeys, not isolated campaigns. This role exists to ensure merchants maximise value across channels by using KwikEngage as a single retention and revenue-driving platform. You will own merchant outcomes across conversion, engagement, retention, and revenue through strong product understanding, lifecycle thinking, and data-backed recommendations.

What You'll Own

Commerce Growth Across Channels

Own performance of multi-channel commerce journeys across WhatsApp, Email, and SMS

Advise merchants on high-impact use cases such as cart recovery, COD confirmation, order updates, cross-sell, reactivation, and retention

Drive adoption of KwikEngage features by linking them directly to revenue and retention outcomes

Product, Funnel & Lifecycle Expertise

Build deep understanding of KwikEngage capabilities across channels and workflows

Understand the full commerce lifecycle: acquisition → checkout → post-purchase → retention → repeat

Help merchants build channel-mix strategies instead of running siloed campaigns

Data, Insights & Experimentation

Analyse performance using A/B testing, cohort analysis, and funnel tracking

Identify drop-offs across lifecycle journeys and recommend data-backed optimisations

Focus on actionable insights over vanity metrics, tied directly to conversion uplift, repeat rate, and revenue impact

Execution & Cross-Functional Ownership

Partner with Product and Engineering teams on pilots, feature adoption, and product enhancements

Collaborate with Sales and Marketing teams to align merchant education, use cases, and GTM narratives

Define success metrics and business requirements for experiments and new initiatives

Reporting & Scale

Track and report key metrics such as opt-in rate, open rate, CTR, conversion uplift, repeat purchase rate, and revenue per message

Build scalable reporting frameworks for merchant reviews and leadership visibility

Develop category expertise and surface trends to support platform-level innovation

Who You Are

2–4 years of experience in B2B SaaS, MarTech, AdTech, FinTech, or eCommerce

Hands-on exposure to retention marketing or commerce messaging (WhatsApp, Email, SMS)

Strong understanding of funnels, lifecycle marketing, and conversion optimisation

High comfort with Excel, dashboards, and data analysis (Metabase exposure is a plus)

Strong ability to translate product features into clear business impact narratives

High ownership mindset, bias for action, and comfort working in fast-paced startup environments

Why GoKwik

At GoKwik, Customer Success directly drives merchant growth and product adoption. This role offers high ownership, strong cross-functional exposure, and the opportunity to work with leading D2C brands to unlock measurable retention and revenue outcomes through lifecycle-led engagement.

• Experience: 2+ years
• Seniority: Entry Level
• Languages: English