Customer Success Manager - LT

About GoKwikGoKwik 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 MattersKwikEngage 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 OwnMerchant Growth & SuccessOwn business outcomes across a portfolio of merchants, driving adoption, retention, expansion, and revenue growthAct as a trusted advisor to brands across WhatsApp, Email, SMS, and customer engagement channelsIdentify growth opportunities across acquisition, conversion, retention, and reactivation journeysConduct business reviews and provide actionable recommendations tied to merchant KPIsLifecycle Marketing ExcellenceGuide merchants across the customer lifecycle—from acquisition and checkout to retention and loyaltyAdvise on high-impact use cases including cart recovery, COD verification, order updates, cross-sell, upsell, win-back campaigns, and loyalty journeysDrive multi-channel adoption and lifecycle-led engagement strategiesData, Analytics & ExperimentationAnalyse merchant performance through funnels, cohorts, lifecycle metrics, and A/B testingIdentify opportunities to improve conversion, retention, repeat purchases, and customer engagementDevelop hypotheses, recommend experiments, and measure business impactTranslate complex data into actionable growth recommendationsAI-Led Customer SuccessLeverage AI tools to automate workflows and improve productivityUse AI-driven analysis to identify trends, risks, and growth opportunitiesExperiment with AI-powered approaches for onboarding, adoption, support, and engagementChampion an AI-first mindset across customer success operationsCross-Functional CollaborationPartner closely with Product, Engineering, Sales, and Marketing teamsInfluence product roadmap through merchant feedback and market insightsDrive feature adoption, pilot programs, and strategic growth initiativesAct as the voice of the customer across the organisationWho You Are2–5 years of experience in Customer Success, Account Management, Growth, Retention Marketing, SaaS, MarTech, FinTech, or eCommerceStrong understanding of customer lifecycle management and conversion optimisationExperience working with WhatsApp, Email, SMS, Push Notifications, CRM, or marketing automation platformsStrong analytical skills with experience in Excel, SQL, Metabase, Looker, Power BI, or similar toolsAbility to connect product capabilities with measurable business outcomesExcellent communication, stakeholder management, and problem-solving skillsComfortable using AI tools to improve productivity, decision-making, and customer outcomesCurious about emerging technologies with a strong learning mindsetAbility to identify opportunities where AI and automation can improve scale and efficiencyWhy GoKwikAt 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.