Associate Customer Success Manager

Ovii's Interpretation of the Role

The Associate Customer Success Manager will drive adoption of GoKwik's KwikEngage platform for D2C merchants, manage a portfolio of brands, and deliver data‑backed recommendations to improve engagement and retention.

Role Snapshot

• Drive product adoption and usage
• Own onboarding and implementation for new merchants
• Manage a portfolio of D2C brands
• Identify upsell and cross‑sell opportunities
• Analyse campaign performance and share insights
• Collaborate with product, engineering and marketing teams
• Provide proactive account health monitoring

Must-Have Requirements

• English proficiency
• Hindi proficiency
• Telugu or Tamil proficiency
• Strong communication
• Stakeholder management
• Analytical mindset / data analysis
• Customer Success
• Account Management

Nice-to-Have Signals

• SaaS experience
• MarTech experience
• CRM platform familiarity
• D2C/eCommerce background
• WhatsApp Business familiarity
• Marketing automation tools familiarity
• SaaS
• MarTech
• D2C
• eCommerce

Work Setup

• Location: Gurugram, 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 and implement KwikEngage for new merchant accounts
• Conduct regular check‑ins, training sessions and adoption reviews
• Monitor account health, flag risks and surface growth opportunities
• Drive upsell and cross‑sell initiatives in partnership with senior team members
• Analyse campaign data, customer behaviour and WhatsApp journeys to recommend optimisations
• Share actionable best practices and product feedback with merchants and internal teams
• Contribute to evolving customer‑success playbooks and processes

Good Fit If You Have

• Familiarity with WhatsApp Business or similar messaging platforms
• Background in SaaS, MarTech, CRM or D2C eCommerce environments
• Analytical mindset with ability to turn data into actionable recommendations
• Proactive problem‑solver who thrives in a fast‑paced, multi‑account setting
• Comfortable communicating in English, Hindi and either Telugu or Tamil