Customer Success Manager

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

- Manage early-stage, growing brands with <₹5L monthly GMV
- Work closely with merchants who are often first-time online sellers or retail shopkeepers
- Lead retention saves, pricing conversations, and churn mitigation
- Provide hands-on support for technically unsound users – setup, training, understanding dashboards and reports
- Offer real-time support on basic operational needs like order reconciliation, shipping issues, and RTO queries
- Drive Performance calls on a need basis.
- Manage high daily inflow of support tickets across email, WhatsApp, chat, and live call
- Offer voice support and guidance as many merchants are not comfortable with chat or email
- Resolve ad-hoc queries and repetitive operational blockers directly with merchant teams
- Collaborate internally to resolve frequent escalations and repetitive doubts

Who you are

- Prior exposure to B2B SaaS, AdTech, FinTech, or eCommerce environments
- Experience working in a customer-facing role and influencing product or tech adoption
- Strong data skills—comfortable with Excel, Metabase, and analyzing conversion metrics
- Ability to structure problems, derive insights, and drive outcomes with speed
- A growth mindset—comfortable in startup chaos and ready to create impact fast
- Strong communication and stakeholder management skills

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.