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 continues to strengthen 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 part of the Merchant Success team, this role directly impacts merchant growth by improving conversion rates and reducing returns through data-led interventions. You will work closely with merchants, analyse performance metrics, and generate actionable insights that translate into measurable business outcomes. This is a high-impact role where your recommendations directly influence GMV growth and merchant success.

What You'll Own

Merchant Growth & Insights

• Analyse conversion rates, returns, and performance metrics across merchants
• Run A/B experiments to measure impact and identify growth opportunities
• Generate actionable insights to improve merchant performance

Data Analysis & Problem Solving

• Identify root causes through deep data analysis
• Translate insights into actionable solutions and recommendations
• Differentiate between actionable vs. non-actionable insights

Stakeholder & Relationship Management

• Build strong, long-term relationships with merchant partners
• Create GoKwik champions within merchant organisations
• Influence stakeholders through data-backed recommendations

Performance Tracking & Reporting

• Define, track, and report key metrics impacting conversion and performance
• Build frameworks for performance monitoring and reporting
• Provide regular updates to internal stakeholders

Cross-Functional Collaboration

• Work closely with Customer Engineering, Product, and Tech teams
• Ensure execution of initiatives aligned with merchant goals
• Support implementation of solutions within defined timelines

Business Analysis & Strategy Support

• Assist in cost-benefit analysis and business case development
• Contribute to business requirements for new initiatives
• Conduct market research to identify trends and growth opportunities

Who You Are

• 5 - 8 years of experience in data-driven environments such as AdTech, FinTech, or eCommerce
• Experience working on B2B SaaS products in customer-facing roles
• Strong analytical skills with ability to derive insights from data
• Experience in business analysis, defining metrics, and reporting frameworks
• Comfortable working with Excel and tools like Metabase
• Proven ability to make recommendations and influence stakeholders
• Strong problem-solving mindset with attention to detail

Why GoKwik

At GoKwik, you'll work on real business problems that directly impact merchant growth and revenue. You'll operate in a fast-paced environment where insights quickly translate into action. This role offers strong ownership, cross-functional exposure, and the opportunity to build deep expertise in eCommerce growth and analytics.