About GoKwik

GoKwik is India’s leading D2C Commerce Growth Platform, helping 15,000+ brands acquire, convert, engage, and retain shoppers. Powered by a network of 200M+ shoppers, 500M+ checkouts, and 1.5B+ customer conversations, we’re building the operating system for commerce growth.

KwikEngage, GoKwik’s commerce engagement suite, helps brands drive conversions, improve customer retention, and increase repeat revenue through WhatsApp, RCS, Email, SMS, and AI-powered customer journeys.

Why This Role Matters

We are looking for a Senior Customer Success Manager to drive merchant retention, revenue growth, and product adoption across a portfolio of D2C brands using KwikEngage. The role requires a robust understanding of customer lifecycle marketing, data-driven growth strategies, and commercial account management.

In addition to managing strategic merchant relationships, you will mentor Customer Success Managers, develop scalable account management practices, and drive the adoption of AI and automation across customer success workflows.



The role offers an opportunity to take on broader team responsibilities and progress towards leading a Customer Success pod.

What You’ll Own

• Portfolio Management and Revenue Growth: Own retention, renewals, and expansion across a portfolio of D2C merchants. Identify opportunities for channel expansion, increased platform usage, cross-selling, and revenue growth.
• Account Strategy and Churn Prevention: Develop account plans aligned with merchant business objectives. Identify churn risks early and implement structured action plans to improve retention and account health.
• Strategic Merchant Relationships: Build relationships with founders, CXOs, and leaders across growth, marketing, and retention. Act as a trusted advisor on customer engagement strategies and business outcomes.
• Business Reviews and ROI Measurement: Lead executive business reviews using metrics such as revenue contribution, repeat purchase rate, conversion ra

📌 Senior Customer Success Manager (Gurugram)
🏢 GoKwik
📍 Gurugram