About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brandsfrom checkout optimisation and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables 15,000+ merchants worldwide, processes $2B+ in GMV annually, and continues to scale its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments, and strengthened by a $13M growth round in June 2025 (total funding: $68M), GoKwik is expanding across India, the UK, Europe, and the US.
Why This Role Matters
As the Assistant Program Manager Merchant Success, you will support and help execute the end-to-end merchant journey post-sale. You will work closely with Program Managers and cross-functional teams to ensure smooth onboarding, strong product adoption, and consistent value delivery for merchants. Your contribution will directly support merchant retention, operational efficiency, and scalable success programs.
What You'll Own
Merchant Onboarding & Enablement
- Support onboarding for Checkout and EMI on UPI products.
- Coordinate with Sales, Tech, Product, and Customer Engineering teams to enable smooth and timely go-lives.
- Assist in setting expectations with merchants on product capabilities, timelines, and success metrics.
- Help prepare onboarding documentation, best practices, and initial success plans.
Merchant Ownership & Retention
- Support day-to-day engagement for a portfolio of merchants post-onboarding.
- Assist in building trusted relationships with merchant stakeholders.
- Help drive retention, renewals, and expansion through regular follow-ups and data-backed communication.
Adoption, Performance & Value Delivery
- Support adoption and optimal usage of GoKwik Checkout and EMI on UPI products.
- Track and analyse merchant performance metrics such as conversion, GMV, drop-offs, payment mix, and affordability adoption.
- Prepare performance reports and insights to demonstrate value delivery to merchants.
Data, Insights & Optimisation
- Analyse merchant-level data using Excel, Metabase, or internal dashboards to identify trends and opportunities.
- Support experiments, pilots, and optimisations aimed at improving merchant outcomes.
- Convert insights into clear action items for merchants and internal stakeholders.
Cross-functional Collaboration
- Work closely with Product, Engineering, Risk, Ops, and Customer Engineering teams to resolve merchant issues.
- Share merchant feedback in a structured manner to support product improvements and roadmap discussions.
Program & Process Management
- Track merchant health, onboarding progress, adoption milestones, and renewal readiness.
- Support the creation and maintenance of onboarding and merchant success playbooks and processes.
Who You Are
- 13 years of experience in Merchant Success, Customer Success, Account Management, or Program/Operations roles within B2B SaaS, FinTech, AdTech, or eCommerce.
- Exposure to merchant onboarding and post-go-live support is preferred.
- Strong data orientation with working knowledge of Excel, Metabase, Looker, or similar tools.
- Ability to understand merchant business goals and map them to product outcomes.
- Good stakeholder management and clear communication skills.
- Comfortable working in a fast-paced, execution-focused startup environment.
Why GoKwik
At GoKwik, you will work alongside experienced program and product teams to support high-growth eCommerce brands. This role offers hands-on exposure to merchant success, payments, and checkout optimisation while building strong foundations in program management. As GoKwik scales across India and global markets, you will gain meaningful ownership and long-term growth opportunities.
