GoKwik - Associate Director - 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

Our merchants are at the center of everything we build. As Associate Director - Customer Success, you'll own strategic relationships with enterprise merchants and directly shape how they grow with GoKwik. From building trust-based partnerships to driving cross-functional problem solving, you'll play a critical role in ensuring our merchants not only stay but thrive. You'll also scale a high-performing team that redefines what "merchant-first" success looks like in India's fastest-growing eCommerce ecosystem.

What You'll Own

1. 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-based relationships, not just transactional connects.
• Identify expansion opportunities and drive upsell/cross-sell as second nature.

2. Team Leadership & Scale Building

• Start small: mentor, coach, and grow a high-performance merchant success team.
• Roll up your sleeves when needed - this is a true player-coach role (read: no ivory towers).
• Set the bar for excellence in merchant engagement, support, and growth.

3. Merchant-First Problem Solving

• Deep dive into merchant challenges and design solutions.
• Work cross-functionally with Product, Growth, and Tech to solve real merchant problems.
• Be the voice of the merchant in every internal room you walk into.

Who You Are

• 7-10 years of Customer Success, Account Management, or Enterprise Sales experience.
• Preferably from SaaS / Fintech / Payments / E-commerce enablement background.
• Proven experience handling Enterprise Merchants and keeping them happy, growing, and sticky.
• Player-coach mindset - you can lead, but you also love being on the ground.
• High on hustle, empathy, and follow-through.
• Strong commercial acumen - you understand both relationship management and P&L.
• Comfortable with ambiguity - because startups don't come with SOPs.

Why GoKwik?

• At GoKwik, we aren't just building tools - we're rewriting the playbook for eCommerce in India.
• Work with a high-density talent team building India's checkout, payments, and conversion backbone.