Customer Success Manager

About GoKwikGoKwik 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 MattersAs 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 OwnCustomer 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• 2–5 years of experience in Customer Success, Technical Account Management, Solutions Consulting, or similar roles.• Strong understanding of eCommerce ecosystems, custom-built storefronts, and complex implementations.• Hands-on experience with APIs, webhooks, integrations, and checkout/payment workflows.• Ability to debug technical issues and manage end-to-end merchant journeys.• Comfortable working with headless commerce setups and complex tech stacks.• Strong analytical skills with experience in RCA, A/B testing, and funnel performance analysis.• Familiarity with tools like Excel, GA, Mixpanel, Looker/Tableau; SQL knowledge is a plus.• Ability to convert data insights into actionable business recommendations.• Strong ownership mindset with the ability to manage multiple high-impact accounts.• Comfortable working in fast-paced and ambiguous environments.• Excellent stakeholder management, communication, and presentation skills.• Ability to collaborate effectively with both business and technical teams.Why GoKwikAt 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.