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 a Customer Success Manager, you will act as a trusted partner and coach to our enterprise customers. Your role will directly impact customer adoption, retention, and expansion. By helping customers derive maximum value from GoKwik's products, you will support their strategic business goals while ensuring long-term success and reduced churn.
What You'll Own
- Act as a coach and strategic advisor to customers, helping them extract measurable value from GoKwik's products and solutions.
- Manage and nurture enterprise customer relationships with a strong focus on retention and growth.
- Conduct regular product reviews, including QBRs and MBRs, to track performance and alignment with business goals.
- Engage closely with users to improve product adoption, usage, and insight-driven decision-making.
- Partner with internal product teams to share customer feedback and contribute to feature enhancements.
- Research, troubleshoot, and deliver solutions to complex customer challenges and inquiries.
- Identify areas of improvement, track projects and action items, and proactively flag customers at risk of churn.
- Drive upsell and cross-sell opportunities by building strategies to increase adoption across GoKwik's product suite.
Who You Are
- 36 years of experience as a Customer Success Manager handling enterprise accounts.
- Prior experience working on B2C products, preferably in Shipping & Logistics.
- Strong stakeholder management skills with the ability to influence and advise senior client teams.
- Comfortable working with data, insights, and structured reviews to drive customer outcomes.
- Problem-solving mindset with the ability to manage multiple accounts in a fast-paced environment.
- Clear communicator with a customer-first and ownership-driven approach.
Why GoKwik
At GoKwik, you will work at the intersection of technology, eCommerce, and customer impact. You will partner closely with product and leadership teams, manage high-value customers, and contribute directly to revenue growth and retention. As we continue to scale globally, this role offers strong learning, ownership, and long-term growth opportunities.
