Customer Success Manager

## 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.
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## 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.
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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.

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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.

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## 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.