Customer Success Manager - LT

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 is strengthening 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 a Customer Success Manager in the Merchant Success Team , you will be responsible to Interact & handle our Merchants/Accounts & leverage data to drive conversion improvements, provide key data-driven insights & indirectly improve GMV of Merchants, Further Customer Success Manager's would be closely working with our Customer Engineering, Technology & Product Team.

Looking for CSMs who are looking to drive a tonne of impact in early stage startups and are excited about seeing their insights translate into actions quickly!

What You'll Own

Manage early-stage, growing brands with

Work closely with merchants who are often first-time online sellers or retail shopkeepers

Lead retention saves, pricing conversations, and churn mitigation

Provide hands-on support for technically unsound users setup, training, understanding dashboards and reports

Offer real-time support on basic operational needs like order reconciliation, shipping issues, and RTO queries

Drive Performance calls on a need basis.

Manage high daily inflow of support tickets across email, WhatsApp, chat, and live call

Offer voice support and guidance as many merchants are not comfortable with chat or email

Resolve ad-hoc queries and repetitive operational blockers directly with merchant teams

Collaborate internally to resolve frequent escalations and repetitive doubts

Who You Are

• Prior exposure to B2B SaaS, AdTech, FinTech, or eCommerce environments
• Experience working in a customer-facing role and influencing product or tech adoption
• Strong data skillscomfortable with Excel, Metabase, and analyzing conversion metrics
• Ability to structure problems, derive insights, and drive outcomes with speed
• A growth mindsetcomfortable in startup chaos and ready to create impact fast
• Strong communication and stakeholder management skills
  
  

Why GoKwik

• At GoKwik, we aren't just building tools we're rewriting the playbook for eCommerce in India. We exist to solve some of the most complex challenges faced by digital-first brands: low conversion rates, high RTO, and poor post-purchase experience. Our checkout and conversion stack powers 500+ leading D2C brands and marketplaces and we're just getting started.
  
  

Required Skills

negotiation handling Problem-solving Ownership