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.

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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.