GoKwik 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 Matters
Customer 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 Own
Customer Success & Adoption
Support onboarding and implementation for recent merchant accounts
Drive product adoption and help customers maximize value from KwikEngage
Conduct regular check-ins, training sessions, and adoption reviews
Ensure merchants achieve their success milestones and business objectives
Account Management
Manage a portfolio of D2C brands and act as their primary day-to-day point of contact
Monitor account health and proactively identify risks and opportunities
Support retention efforts through proactive engagement and relationship management
Growth & Retention
Identify upsell and cross-sell opportunities in partnership with senior team members
Help merchants improve customer engagement, retention, and campaign performance
Provide data-backed recommendations to drive business outcomes
Performance Insights
Analyse campaign performance, customer behaviour, and WhatsApp journeys
Share actionable insights and best practices with merchants
Track key metrics and help brands optimise their engagement strategies
Cross-Functional Collaboration
Partner with Product, Engineering, and Marketing teams to resolve merchant issues
Share customer feedback and