Senior Customer Success Manager

About the job

About GoKwik GoKwik is India’s leading eCommerce enablement platform, powering superior checkout experiences and profitability for D2C brands and marketplaces. With solutions across Checkout, Payments, RTO Optimisation, Fraud Prevention, and Performance Analytics, we help merchants scale with trust and efficiency. Today, GoKwik supports 15,000+ merchants globally and continues to strengthen its AI-led capabilities across markets. Why This Role Matters KwikEngage is one of GoKwik’s fastest-growing products, enabling brands to drive conversions, retention, and personalised engagement through WhatsApp. The Senior Customer Success Manager will play a key role in scaling its impact across high-growth D2C brands. You will own end-to-end customer success, strengthen long-term relationships, and drive revenue impact through data-led execution. What You’ll Own • Manage onboarding and ensure smooth product adoption across mid-market and enterprise D2C brands. • Drive measurable impact on retention, upsell, and cross-sell through data-backed interventions. • Handle a portfolio of high-value accounts, track success milestones, and minimise churn. • Partner with brands to identify revenue opportunities across acquisition, engagement, and retention. • Analyse campaign performance, customer behaviour, and WhatsApp flows to deliver actionable insights. • Build strong relationships with CXOs, founders, and marketing leaders; act as the trusted SPOC. • Collaborate closely with Product, Engineering, and Marketing to influence feature enhancements and customer-first innovations. • Strengthen internal processes, documentation, and best practices for scalable customer success. Who You Are • 5-8 years of experience in Customer Success or Account Management, ideally in SaaS, D2C, or marketing automation. • Strong understanding of WhatsApp Business APIs, CRM tools, retention marketing, or automation workflows (preferred). • Proven experience managing mid-market to enterprise accounts with clear impact on growth and retention. • Analytical thinker comfortable working with data to drive decisions. • Strong communication, stakeholder management, and problem-solving skills. • Ability to work in fast-paced environments with high ownership.

Requirements

• Customer Success
• Account Management
• WhatsApp Business APIs
• CRM Tools
• Data Analysis

Qualifications

• 5-8 years of experience in relevant fields
• Strong communication and stakeholder management skills

Preferred Technologies

• Customer Success
• Account Management
• WhatsApp Business APIs
• CRM Tools
• Data Analysis

About the company

GoKwik is India's leading eCommerce enablement platform, providing solutions for checkout experiences and profitability, helping D2C brands and marketplaces scale effectively.