Director - Customer Success & Revenue

3 weeks ago

Gurugram, India GoKwik Full time

About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brands from checkout optimisation and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables over 12,000 merchants worldwide, processes around $2 billion in GMV, and is strengthening its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments and bolstered by a $13 million growth round in June 2025 (total funding: $68 million), GoKwik is scaling aggressively across India and the UK.

Why This Role Matters
Our Customer Success team is the engine of retention, expansion, and long-term growth at GoKwik. For our KwikEngage vertical, ensuring merchants get maximum value from our platform directly impacts revenue and customer lifetime value. As Director/Senior Director of Customer Success, you'll be responsible for a $30M+ ARR book of business, lead a high-performing team of 30+ CSMs, and drive strategies that reduce churn, grow accounts, and deliver against the vertical's P&L. This is a high-impact leadership role where you'll set the strategy, own outcomes, and build trusted relationships with the most strategic brands in the ecosystem.

What You'll Own

  • Customer Success strategy – design and execute a robust success playbook aligned to KwikEngage's P&L and GoKwik's overall objectives
  • Revenue ownership – manage and grow a $30M+ ARR portfolio through renewals and upsells, consistently hitting expansion and retention targets
  • Team leadership – mentor and scale a 30+ member CSM team, build a culture of accountability, and ensure they're empowered to deliver impact at scale
  • Strategic relationships – act as trusted advisor to C-level stakeholders at high-value accounts, strengthening long-term partnerships
  • Product expertise – become a deep subject matter expert on KwikEngage, guiding customers through technical adoption and new use cases
  • Cross-functional partnership – work hand-in-hand with Product, Sales, and Marketing to ensure seamless handoffs, influence roadmap, and align on customer needs
  • Operational excellence – build scalable processes, success metrics, and feedback loops; implement health scoring and actionable insights to maximize impact

Who You Are

  • 8 - 13 years of experience in Customer Success/Account Management, with at least 5 years in a senior leadership role managing 30+ team members
  • Proven track record of owning and growing a $30M+ ARR book of business through renewals and expansions
  • Strong technical acumen, able to engage confidently in API/integration discussions and product architecture conversations
  • Results-driven leader who has consistently met or exceeded retention and revenue goals in a high-growth SaaS/eCommerce environment
  • Exceptional leadership, communication, and stakeholder management skills – especially with C-suite executives
  • Strategic thinker with an analytical mindset and strong problem-solving abilities
  • Location: (Insert location, e.g., Gurgaon/Bangalore offices, hybrid, or remote)

Why GoKwik?
At GoKwik, we aren't just building tools, we're rewriting the playbook for eCommerce growth. We exist to solve the toughest challenges faced by digital-first brands: low conversions, high RTOs, and lack of engagement. Our checkout and conversion stack already powers 500+ leading D2C brands and marketplaces—and with KwikEngage, we're shaping the next chapter of retention and customer lifecycle management.

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