Associate Customer Success Manager

Ovii's Interpretation of the Role

The Associate Customer Success Manager will drive adoption of GoKwik's KwikEngage platform, manage a portfolio of D2C brands and help merchants grow through data‑driven engagement and retention initiatives.

Role Snapshot

• Drive product adoption and onboarding
• Manage D2C brand portfolio
• Analyse campaign performance
• Identify upsell and cross‑sell opportunities
• Collaborate with product, engineering and marketing
• Conduct training and regular check‑ins
• Provide data‑backed recommendations

Must-Have Requirements

• English proficiency
• Hindi proficiency
• Telugu or Tamil proficiency
• Strong communication and stakeholder management
• Customer Success
• Account Management

Nice-to-Have Signals

• Experience in SaaS, MarTech, CRM, D2C or eCommerce
• Familiarity with WhatsApp Business
• Familiarity with CRM platforms or marketing automation tools
• Analytical mindset / data analysis
• SaaS
• MarTech
• eCommerce

Work Setup

• Location: Bangalore, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Onboard new merchants and guide them through KwikEngage implementation
• Conduct regular adoption reviews, training sessions and performance check‑ins
• Monitor account health, surface risks and recommend retention actions
• Spot and pursue upsell or cross‑sell opportunities with senior team members
• Analyse campaign data, extract insights and share best practices with brands
• Partner with product, engineering and marketing to resolve issues and feed customer feedback
• Contribute to evolving customer‑success playbooks and processes

Good Fit If You Have

• 1‑3 years in Customer Success, Account Management or related client‑servicing roles
• Experience in SaaS, MarTech, CRM or eCommerce environments (preferred)
• Familiarity with WhatsApp Business or similar messaging platforms (plus)
• Analytical mindset with ability to turn data into actionable recommendations
• Proactive, customer‑first problem solver with strong communication skills