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 Managers 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 Youll Own

• Own and manage key merchant relationships for GoKwiks KwikChat product
• Analyze data and performance metrics to improve merchant conversion rates and GMV
• Design and execute A/B experiments to identify impact levers across merchant funnels
• Collaborate with Product, Engineering, and Customer Engineering teams to drive insights into action
• Track and report key metricsmonitor performance and ensure success against benchmarks
• Generate actionable insights through deep analysis of product usage and partner performance
• Translate data into business recommendations to influence internal and external stakeholders
• Build GoKwik champions by creating long-term, value-based partnerships

• 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 skillscomfortable with Excel, Metabase, and analyzing conversion metrics
• Ability to structure problems, derive insights, and drive outcomes with speed
• A growth mindsetcomfortable in startup chaos and ready to create impact fast
• Strong communication and stakeholder management skills

Why GoKwik

At GoKwik, we arent just building tools were 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 were just getting started.