Customer Success Manager

About GoKwik

GoKwik is a growth operating system designed to power D2C and eCommerce brands—from checkout optimisation and RTO reduction to payments, retention, and post-purchase engagement. Today, GoKwik enables 12,000+ merchants globally, processes $2B in GMV, and continues to strengthen its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments, and supported by a $13M growth round in June 2025 (total funding: $68M), GoKwik is scaling rapidly across India, the UK, Europe, and the US.

Why This Role Matter

sAs GoKwik scales its custom-built solutions for enterprise and mid-market brands, strong customer success ownership becomes critical to driving measurable business outcomes. This role goes beyond traditional customer success — it requires deep technical understanding and analytical thinking to ensure merchants unlock value through custom implementations, performance optimization, and continuous experimentation. The Customer Success Manager directly impacts conversion rates, RTO reduction, checkout performance, customer retention, and revenue expansion

.
What You'll O

wnCustomer Success & Strategic Account Manageme

nt• Own the end-to-end customer lifecycle, including onboarding, adoption, retention, renewal, and expansio

n.• Build and manage strong, long-term relationships with founders, eCommerce heads, and technical stakeholder

s.• Act as the primary point of contact for assigned high-impact account

s.• Conduct data-driven check-ins, QBRs, and performance reviews aligned with merchant goal

s.Technical Ownership & Custom Implementatio

ns• Act as the bridge between merchant teams and GoKwik's Product and Engineering team

s.• Understand and manage APIs, webhooks, checkout flows, and third-party integration

s.• Support and drive custom implementations across bespoke storefronts, headless architectures, and complex tech stack

s.• Translate business requirements into clear technical problem statements and execution plan

s.• Debug issues across checkout, payment, and post-purchase systems with a structured approac

h.Custom-Build Ecosystem Experti

se• Support integrations across custom-built storefronts, headless commerce setups, and third-party tool

s.• Understand merchant tech stacks including frontend frameworks, backend systems, checkout architecture, and payment integration

s.• Advise brands on best practices for checkout optimization, payment flows, and post-purchase experience

s.• Collaborate with internal and external stakeholders across the ecosystem as neede

d.Issue Resolution & Customer Advoca

cy• Proactively identify risks across technical implementations and performance metric

s.• Work closely with Support, Product, and Engineering teams to resolve issues efficientl

y.• Act as the voice of the customer by sharing structured feedback and influencing product roadma

p.
Who You

Are• 3–5 years of experience in Customer Success, Technical Account Management, Solutions Consulting, or similar rol

es.• Strong understanding of eCommerce ecosystems, custom-built storefronts, and complex implementatio

ns.• Hands-on experience with APIs, webhooks, integrations, and checkout/payment workflo

ws.• Ability to debug technical issues and manage end-to-end merchant journe

ys.• Comfortable working with headless commerce setups and complex tech stac

ks.• Strong analytical skills with experience in RCA, A/B testing, and funnel performance analys

is.• Familiarity with tools like Excel, GA, Mixpanel, Looker/Tableau; SQL knowledge is a pl

us.• Ability to convert data insights into actionable business recommendatio

ns.• Strong ownership mindset with the ability to manage multiple high-impact accoun

ts.• Comfortable working in fast-paced and ambiguous environmen

ts.• Excellent stakeholder management, communication, and presentation skil

ls.• Ability to collaborate effectively with both business and technical tea

ms.
Why Go

KwikAt GoKwik, customer success is a growth and revenue driver, not a support function. You will work closely with high-growth D2C brands and internal teams to solve complex problems across product, data, and technology. This role offers ownership, visibility, and the opportunity to work on high-impact custom builds while directly influencing merchant growth and revenue outco