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 Matters
As 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 Own
Customer Success & Strategic Account Management
- Own the end-to-end customer lifecycle, including onboarding, adoption, retention, renewal, and expansion.
- Build and manage strong, long-term relationships with founders, eCommerce heads, and technical stakeholders.
- Act as the primary point of contact for assigned high-impact accounts.
- Conduct data-driven check-ins, QBRs, and performance reviews aligned with merchant goals.
Technical Ownership & Custom Implementations
- Act as the bridge between merchant teams and GoKwik's Product and Engineering teams.
- Understand and manage APIs, webhooks, checkout flows, and third-party integrations.
- Support and drive custom implementations across bespoke storefronts, headless architectures, and complex tech stacks.
- Translate business requirements into clear technical problem statements and execution plans.
- Debug issues across checkout, payment, and post-purchase systems with a structured approach.
Custom-Build Ecosystem Expertise
- Support integrations across custom-built storefronts, headless commerce setups, and third-party tools.
- Understand merchant tech stacks including frontend frameworks, backend systems, checkout architecture, and payment integrations.
- Advise brands on best practices for checkout optimization, payment flows, and post-purchase experiences.
- Collaborate with internal and external stakeholders across the ecosystem as needed.
Issue Resolution & Customer Advocacy
- Proactively identify risks across technical implementations and performance metrics.
- Work closely with Support, Product, and Engineering teams to resolve issues efficiently.
- Act as the voice of the customer by sharing structured feedback and influencing product roadmap.
Who You Are
- 3–6 years of experience as a Customer Success Manager, Technical Account Manager, Solutions Consultant, or similar role.
- Strong understanding of eCommerce ecosystems, especially custom-built brands and complex implementations.
Technical Depth (Must-Have)
- Comfortable working with APIs, webhooks, and integrations across systems.
- Ability to debug and understand end-to-end flows across checkout, payments, and post-purchase journeys.
- Experience working with custom-built storefronts, headless setups, or complex tech stacks.
- Ability to translate business requirements into technical solutions and vice versa.
Analytical Strength (Must-Have)
- Strong understanding of funnel metrics (CR%, drop-offs, payment success rates, RTO).
- Hands-on experience with RCA, A/B testing, and performance analysis.
- Comfortable working with tools like Excel/Sheets, GA/Mixpanel, Looker/Tableau (SQL is a plus).
- Ability to convert data into insights, hypotheses, and action plans.
Execution & Ownership
- Strong ownership mindset — able to drive problems end-to-end.
- Comfortable managing multiple high-impact accounts simultaneously.
- Thrives in fast-paced, ambiguous environments.
Stakeholder Management
- Strong communication and presentation skills.
- Ability to work with both business stakeholders (founders, eCommerce heads) and technical teams (developers, product managers).
- Capable of translating technical and analytical insights into clear business outcomes.
Why GoKwik
At 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 outcomes.
