About the role
structured by ORIAbout GoKwikGoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Through KwikEngage, GoKwik helps brands drive customer engagement and retention across WhatsApp and other communication channels.
What you will do
- Support onboarding and implementation for new merchant accounts and drive product adoption for KwikEngage
- Manage a portfolio of D2C brands, acting as their primary day-to-day point of contact and monitoring account health
- Identify upsell and cross-sell opportunities in partnership with senior team members and help merchants improve retention
- Analyse campaign performance, customer behaviour, and WhatsApp journeys to share actionable insights with merchants
- Partner with Product, Engineering, and Marketing teams to resolve merchant issues and share customer feedback
What they are looking for
- 1–3 years of experience in Customer Success, Account Management, Client Servicing, or Relationship Management
- Strong communication and stakeholder management skills
- Analytical mindset with the ability to derive insights from data
- Proactive problem solver with a customer-first approach
- Comfortable managing multiple accounts and priorities in a fast-paced environment
- Proficiency in English and Hindi is required
- Proficiency in Telugu or Tamil is mandatory
Nice to have
- Experience in SaaS, MarTech, CRM, D2C, eCommerce, or technology-led businesses is preferred
- Familiarity with WhatsApp Business, CRM platforms, marketing automation tools, or customer engagement solutions is a plus
Full posting text
About GoKwikGoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Through KwikEngage, GoKwik helps brands drive customer engagement and retention across WhatsApp and other communication channels. Today, GoKwik powers 15,000+ merchants globally and continues to scale its AI-led commerce ecosystem.Why This Role MattersCustomer engagement and retention are critical growth levers for D2C brands. As an Associate Customer Success Manager, you will help merchants unlock the full potential of KwikEngage by driving adoption, improving campaign performance, and building long-term customer relationships. Your work will directly contribute to merchant growth, retention, and success.What You’ll OwnCustomer Success & AdoptionSupport onboarding and implementation for new merchant accountsDrive product adoption and help customers maximize value from KwikEngageConduct regular check-ins, training sessions, and adoption reviewsEnsure merchants achieve their success milestones and business objectivesAccount ManagementManage a portfolio of D2C brands and act as their primary day-to-day point of contactMonitor account health and proactively identify risks and opportunitiesSupport retention efforts through proactive engagement and relationship managementGrowth & RetentionIdentify upsell and cross-sell opportunities in partnership with senior team membersHelp merchants improve customer engagement, retention, and campaign performanceProvide data-backed recommendations to drive business outcomesPerformance InsightsAnalyse campaign performance, customer behaviour, and WhatsApp journeysShare actionable insights and best practices with merchantsTrack key metrics and help brands optimise their engagement strategiesCross-Functional CollaborationPartner with Product, Engineering, and Marketing teams to resolve merchant issuesShare customer feedback and insights to influence product improvementsContribute to customer success playbooks and process enhancementsWho You Are1–3 years of experience in Customer Success, Account Management, Client Servicing, or Relationship ManagementExperience in SaaS, MarTech, CRM, D2C, eCommerce, or technology-led businesses is preferredFamiliarity with WhatsApp Business, CRM platforms, marketing automation tools, or customer engagement solutions is a plusStrong communication and stakeholder management skillsAnalytical mindset with the ability to derive insights from dataProactive problem solver with a customer-first approachComfortable managing multiple accounts and priorities in a fast-paced environmentProficiency in English and Hindi is requiredProficiency in Telugu or Tamil is mandatoryWhy GoKwikAt GoKwik, you'll work on a fast-growing product powering hundreds of leading D2C brands. You'll gain exposure to customer growth, retention, and commerce technology while working closely with high-growth businesses. This role offers strong ownership, accelerated learning, and the opportunity to shape the future of WhatsApp commerce in India.