Customer Success Manager

3 hours ago

Gurgaon, Haryana, India GoKwik Full time ₹ 15,00,000 - ₹ 30,00,000 per year

Location: Gurugram (Hybrid)

Reports To: Associate Director/Director

Experience: 2–6 years

About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brands from checkout optimization 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, the UK, Europe, and the US.

Why This Role Matters
As a Customer Success Manager in the Merchant Success Team , you will be responsible to Interact & handle our Merchants/Accounts & leverage data to drive conversion improvements, provide key data-driven insights & indirectly improve GMV of Merchants, Further Customer Success Manager's would be closely working with our Customer Engineering, Technology & Product Team.

Looking for CSMs who are looking to drive a tonne of impact in early stage startups and are excited about seeing their insights translate into actions quickly

What You'll Own

  • Analyze the impact of change on conversion rates, returns by running various A/B experiments for merchants.
  • Generating actionable Insights through analysis of key metrics across functions.
  • Identify the root cause through deep analysis of data to reach a point where actionable solutions can be designed
  • Build long-lasting value-based relationships with partners and create GoKwik Champions.
  • Define, track, measure and report key metrics that need to be monitored to improve Partner's conversion rates.
  • Devise mechanisms for control, performance monitoring, and reporting to internal stakeholders.
  • Assist in investigating and drafting cost / benefit analysis and business requirements showcasing potential solutions for business initiative.
  • Working cross-functionally with business teams to ensure development and implementation of programs as per timelines.
  • Build knowledge in a specific segment or function through proactive market research. Highlights key trends and insights to drive innovation and growth for GoKwik and our merchant partners. Is able to think about actionable vs. non-actionable insights.

Who You Are

  • Experience in working on a B2B SaaS Product in a customer facing role.
  • Experience defining requirements and using data and metrics to draw business insights.
  • Experience making business recommendations and influencing stakeholders.
  • 1+ years relevant experience in financial/business analysis
  • High Comfort with Excel.
  • Experience making business recommendations and influencing stakeholder
  • 3-4 years of Work exposure of working with data rich environments like Ad-Tech, Fin-Tech, E-Commerce Business Analysis.
  • Experience in developing requirements and formulating business metrics for reporting, familiarity with Metabase, Excel

Why GoKwik?
At GoKwik, we aren't just building tools — we're rewriting the playbook for eCommerce in India. We exist to solve some of the most complex challenges faced by digital-first brands: low conversion rates, high RTO, and poor post-purchase experience. Our checkout and conversion stack powers 500+ leading D2C brands and marketplaces — and we're just getting started.

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