Experience: 3 - 6 Years
About GoKwik
GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.
Why This Role Matters
As a Customer Success Manager, you will partner with mid-market and growth-stage D2C brands to help them maximise the value of GoKwik’s solutions. You will own customer relationships end-to-end, driving onboarding, product adoption, retention, and account growth while using data-driven insights to improve checkout conversion and customer experience.
This role combines account management, business advisory, analytics, and cross-functional collaboration. You will work closely with brand founders, eCommerce leaders, and growth teams to identify opportunities, solve business challenges, and deliver measurable outcomes.
What You’ll Own
•Onboarding & Adoption: Own the onboarding and go-live journey for new brands. Drive adoption of KwikCheckout features and ensure merchants leverage the platform effectively.
•Retention & Growth: Own account health and retention across your portfolio. Identify opportunities for upsell and cross-sell across GoKwik’s product suite to drive account growth.
•Account Management: Manage a portfolio of mid-market and growth-stage D2C accounts, develop success plans, conduct regular business reviews, track account health, and proactively address churn risks.
•Performance & Insights: Track checkout funnel metrics, conversion rates, payment success rates, COD/prepaid mix, and RTO trends. Translate data into actionable recommendations that improve business performance.
•Brand Advisory: Partner with brand founders, eCommerce heads, and growth teams to identify opportunities to improve conversion, payment performance, and customer experience.
•Stakeholder Management: Act as the trusted point of contact for assigned brands, building strong relationships across business, marketing, eCommerce, and operations teams.
•Cross-functional Collaboration: Work closely with Product, Engineering, Support, and Sales to resolve customer challenges, communicate feedback, and influence product improvements.
•Process Excellence: Follow and improve customer success playbooks, escalation processes, and reporting mechanisms to strengthen execution and scale customer success efficiently.
Who You Are
•3–6 years of experience in Customer Success, Account Management, or Key Account Management, preferably working with D2C brands, eCommerce businesses, marketplaces, or D2C enablement SaaS platforms.
•Strong understanding of the D2C business, including acquisition, conversion, average order value (AOV), repeat purchases, COD, and RTO dynamics.
•Experience managing multiple customer accounts with measurable outcomes across retention, product adoption, or revenue growth.
•Familiarity with checkout platforms, payment gateways, Shopify or other eCommerce technologies, or conversion optimisation is a plus.
•Strong analytical skills and comfort working with dashboards, Excel, or Google Sheets to identify trends and develop actionable recommendations. SQL or BI tool experience is an added advantage.
•Excellent communication and stakeholder management skills, with the confidence to engage founders and senior business leaders.
•A proactive, customer-first problem-solving mindset with the ability to manage multiple priorities in a fast-paced, high-ownership environment.
•Strong ownership and accountability, with the ability to independently drive customer outcomes and collaborate effectively across teams.
Why GoKwik
At GoKwik, you’ll have the opportunity to work closely with some of the fastest-growing D2C and eCommerce brands and directly influence their business growth. You’ll combine customer relationships, data-driven problem-solving, and product expertise to improve conversion, retention, and customer experience. With a high-ownership culture, exposure to a rapidly evolving commerce ecosystem, and opportunities to collaborate with cross-functional teams, you’ll be able to build meaningful customer partnerships and create measurable business impact.
