Customer Success Manager - LT

Job description

**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.