Director - Customer Success & Revenue

3 days ago

Gurgaon, Haryana, India GoKwik Full time ₹ 1,04,000 - ₹ 1,30,878 per year

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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