Customer Success Manager

23 hours ago

Gurgaon, Haryana, India GoKwik Full time

About GoKwik
GoKwik is the only Growth-Platform built for maximising D2C GMV. Since 2020, we've grown from a single RTO-reduction product to a full AI-first Growth OS spanning checkout optimisation, payments, retention, and engagement. Today, we power 15,000+ merchants across 50+ countries—from India to the UK, Europe, and the US—through products like KwikCheckout, COD RTO, KwikEngage (WhatsApp Business solution), and Return Prime (Returns Management Software). Backed by Z47, Peak XV Partners, and Think Investments, we have raised USD 55 Mn (Series B) and are scaling fast.

Why This Role Matters
As a Customer Success Manager, you will own post-onboarding success for merchants using GoKwik's KwikChat product. You will ensure adoption, drive measurable business outcomes, and build long-term relationships. This role directly impacts merchant retention, expansion, and overall product success.

What You'll Own

  • Own and manage a portfolio of KwikChat merchants, acting as the primary point of contact
  • Drive product adoption, usage, and value realisation to improve merchant conversion and GMV
  • Analyse performance data and success metrics to identify optimisation opportunities
  • Plan and execute experiments and optimisations across merchant journeys in partnership with internal teams
  • Work closely with Product, Engineering, and Customer Engineering to resolve issues and scale best practices
  • Track, review, and report merchant health, success metrics, and renewal readiness
  • Translate data insights into clear recommendations for merchants and internal stakeholders
  • Build trusted, long-term relationships and create strong GoKwik advocates

Who You Are

  • Experience in Customer Success, Account Management, or Client-facing roles in B2B SaaS, AdTech, FinTech, or eCommerce
  • Strong data comfort with Excel, Metabase, or similar analytics tools
  • Ability to understand merchant goals and translate them into success plans
  • Structured problem-solving approach with strong execution focus
  • Comfortable working in fast-paced startup environments with high ownership
  • Clear, confident communicator with strong stakeholder management skills

Why GoKwik
At GoKwik, you will work closely with high-growth D2C brands and products that drive real revenue impact. You'll be part of a fast-scaling team, solve meaningful merchant problems, and see the direct outcomes of your work. If you enjoy owning customer outcomes and building long-term partnerships, GoKwik is the right place to grow.

Required Skills
content and communications negotiation handling analytics Problem-solving Ownership

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