About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Today, GoKwik powers 15,000+ merchants globally across India, the UK, and Europe.
Why This Role Matters
As a Customer Success Manager for our UK/Europe merchant portfolio, you will be the primary strategic partner for brands using GoKwik’s KwikEngage suite across WhatsApp, Email, and SMS. You will work directly with brand leadership across UK and European markets, helping merchants drive adoption, retention, engagement, and revenue growth through data-led customer success strategies.
What You’ll Own
- Own business outcomes across a portfolio of UK and European merchants, driving product adoption, retention, expansion, and revenue growth.
- Build and manage strong relationships with merchant stakeholders, including executive-level decision-makers.
- Lead QBRs and strategic business reviews, using merchant KPIs and performance insights to drive actionable recommendations.
- Own campaign management end-to-end across cart recovery, order updates, cross-sell/upsell, win-back, and other retention journeys.
- Plan, execute, analyse, and optimise campaigns to improve merchant outcomes.
- Analyse merchant performance using funnels, cohorts, A/B testing, and other data-driven frameworks to identify growth opportunities.
- Translate data and performance trends into clear, actionable recommendations for merchants.
- Leverage AI tools to automate workflows, surface insights, and improve customer success productivity.
- Partner closely with Product, Engineering, Sales, and Marketing to solve merchant challenges and drive product improvements.
- Act as the voice of UK/Europe merchants internally, effectively bridging UK/Europe and India time zones.
Who You Are
- 5-8 years of experience in Customer Success, Account Management, Growth, SaaS, MarTech, FinTech, or eCommerce.
- Prior experience managing or working directly with clients across the US, UK, Europe, or Australia.
- Proven experience owning accounts end-to-end, from planning and execution to performance analysis and business outcomes.
- Excellent English communication skills with the ability to confidently engage with native English-speaking stakeholders and senior leadership.
- Strong stakeholder management, negotiation, analytical, and problem-solving skills.
- Functional understanding of retention marketing strategies and tools such as Klaviyo.
- Comfortable using AI tools to improve productivity, analysis, and decision-making.
Why GoKwik
At GoKwik, you will work at the intersection of eCommerce, technology, AI, and growth. You’ll have the opportunity to work directly with ambitious global brands, own meaningful business outcomes, and shape how GoKwik builds and scales its presence across international markets.
