Senior Customer Success Manager

About GoKwik

Why This Role Matters

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 rates, and customer acquisition efficiency. Build data-backed business cases to support renewals and expansion.
• Lifecycle Marketing and Product Adoption: Drive adoption of KwikEngage use cases, including cart recovery, COD verification, COD-to-prepaid conversion, order updates, cross-sell and upsell campaigns, win-back campaigns, loyalty, and replenishment journeys.
• Data Analysis and Experimentation: Use funnels, cohort analysis, A/B testing, and attribution to measure campaign effectiveness and quantify business impact. Design experiments, track outcomes, and recommend improvements based on data.
• AI and Process Automation: Use AI tools and automation to improve account health monitoring, risk identification, insight generation, business review preparation, and merchant communication. Develop workflows that improve team productivity and reduce manual effort.
• Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Marketing to resolve merchant challenges, support feature pilots, and influence the product roadmap using insights from the merchant portfolio.
• Playbooks and Process Improvement: Develop account management frameworks, templates, playbooks, and SOPs that improve consistency and scalability across the Customer Success function.
• Mentoring and Team Development: Coach CSMs on account strategy, executive communication, data analysis, and commercial discussions. Support onboarding, conduct account reviews, provide feedback, and help improve team performance.
• Customer Success Leadership: Establish effective practices around account ownership, data-driven decision-making, and AI adoption. Demonstrate the capability to take on broader team responsibilities and lead a Customer Success pod.

Who You Are

• Have 5–8 years of experience in Customer Success, Account Management, Growth, or Retention Marketing, preferably in SaaS, MarTech, FinTech, or eCommerce.
• Have a proven track record of managing customer retention, renewals, account expansion, and revenue outcomes.
• Have experience managing strategic accounts and engaging with senior stakeholders, including founders, CXOs, and business leaders.
• Possess a strong understanding of D2C lifecycle marketing, conversion optimisation, customer retention, and revenue growth.
• Have hands-on experience with platforms and channels such as WhatsApp Business API, Email, SMS, RCS, Push Notifications, CRM, or marketing automation tools.
• Are comfortable using Excel and analytics platforms such as Metabase, Looker, or Power BI to analyse data and develop business recommendations.
• Can independently build business cases, measure campaign ROI, and communicate insights to business stakeholders.
• Have experience mentoring or coaching team members and are interested in progressing towards a team leadership role.
• Have strong communication, stakeholder management, problem-solving, and commercial negotiation skills.
• Are comfortable managing escalations, challenging assumptions constructively, and driving decisions through data.

Why GoKwik