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 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 skills—comfortable with Excel, Metabase, and analyzing conversion metrics
• •Ability to structure problems, derive insights, and drive outcomes with speed
• •A growth mindset—comfortable 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.