About the role
Why This Role MattersAs a Customer Success Manager for KwikEngage, you will be responsible for helping high-impact D2C brands unlock the full value of the platform. You will own customer relationships end-to-end — from onboarding and adoption to retention, growth, and expansion.This role combines customer success, account management, data-driven problem solving, and business strategy. You will work closely with founders, CXOs, and marketing leaders to identify opportunities, drive measurable business outcomes, and build long-term partnerships.
What You’ll Own
- Customer Success & Adoption: Lead account onboarding, drive product adoption, and ensure customers consistently realise value from KwikEngage.
- Growth & Retention: Identify and execute opportunities to improve customer retention, engagement, upsell, and cross-sell.
- Account Management: Own a portfolio of high-value D2C accounts, track success milestones, proactively address risks, and minimise churn.
- Business Strategy: Partner with customers to identify growth opportunities across acquisition, engagement, retention, and customer lifecycle.
- Performance & Insights: Analyse campaign performance, customer behaviour, and WhatsApp journeys to identify actionable insights and recommendations.
- Stakeholder Management: Build strong relationships with founders, CXOs, marketing heads, and other key stakeholders, becoming their trusted point of contact.
- Cross-functional Collaboration: Work closely with Product, Engineering, Marketing, and other internal teams to solve customer challenges and influence product improvements.
- Process Excellence: Build and improve customer success processes, documentation, playbooks, and best practices to enhance customer experience at scale.
Who You Are
- 3–5 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS, D2C, martech, or marketing automation.
- Experience managing mid-market to enterprise accounts with demonstrated impact on customer growth, retention, or revenue.
- Strong understanding of customer lifecycle, retention marketing, CRM, or marketing automation.
- Hands-on experience with WhatsApp Business APIs, WhatsApp marketing, CRM platforms, or automation workflows is a strong plus.
- Strong analytical and problem-solving skills, with the ability to translate data into actionable business recommendations.
- Excellent communication and stakeholder management skills, with the confidence to work with senior business leaders.
- Strong ownership mindset with the ability to independently manage multiple accounts and drive outcomes.
Why GoKwikAt GoKwik, you’ll have the opportunity to work on a fast-growing WhatsApp Commerce platform and partner with some of India’s leading D2C brands. You’ll have high ownership and autonomy, work closely with founders and senior business leaders, and play a key role in shaping how brands leverage WhatsApp to drive engagement, retention, and growth. With a high-performance culture and exposure to a rapidly evolving commerce ecosystem, this role offers significant opportunities to learn, build, and grow.