About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brandsfrom checkout optimization and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables over 15,000+ 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
This role isn't just about account management it's about owning and growing strategic merchant relationships that are core to GoKwik's success. You'll work directly with top enterprise merchants, ensuring their sustained growth, retention, and expansion. As a player-coach, you'll mentor a high-performing team, roll up your sleeves when needed, and serve as the merchant's strongest advocate within GoKwik. If you thrive on building trust, solving complex challenges, and driving business impact, this role will put you at the center of GoKwik's merchant-first mission.
What You'll Own
- Merchant Growth & Relationship Management
- Own strategic relationships with top enterprise merchants be their first call, last call, and everything in between
- Build long-term trust beyond transactional connects
- Identify and execute expansion opportunities; upsell and cross-sell naturally
- Team Leadership & Scale Building
- Mentor, coach, and scale a high-performance merchant success team
- Lead by example this is a player-coach role, not an ivory tower position
- Set the bar for excellence in merchant engagement, support, and growth
- Merchant-First Problem Solving
- Deep dive into merchant challenges and proactively solve them
- Partner with Product, Growth, and Tech to co-create merchant-centric solutions
- Be the merchant's voice in every internal discussion and decision
Who You Are
- 58 years of experience in Customer Success, Account Management, or Enterprise Sales
- Background in SaaS, Fintech, Payments, or E-commerce enablement
- Proven success managing enterprise merchants driving satisfaction, growth, and stickiness
- Player-coach mindset: you lead teams but also love being on the ground
- High on hustle, empathy, and follow-through
- Strong commercial acumen with a balance of relationship management and P&L ownership
- Comfortable navigating ambiguity and building processes in a startup environment
- Good technical depth able to understand APIs, integrations, webhooks, and product workflows to guide merchants through setup, debugging, and optimisation
- Data-driven in decision-making comfortable working with dashboards, usage metrics, SQL/Sheets, funnels, and insight-led account planning
Why GoKwik
At GoKwik, you won't just manage merchants you'll be the engine driving their growth and retention. You'll work with some of the fastest-scaling enterprise brands, directly shape GoKwik's merchant success strategy, and build scalable models for long-term impact. Expect a high-density talent environment, an outcome-first culture, zero bureaucracy, and the freedom to lead with ownership. Backed by leading global investors, we're future-proof, fast-paced, and built for builders like you.
Required Skills
Team Management stakeholder management
