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.