GoKwik

Associate Customer Success Manager

Posted 7 Hours Ago

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Gurugram, Haryana, IND

In-Office

Mid level

eCommerce

The Role

Drive merchant growth by analyzing conversion and return metrics, running A/B tests, and delivering data-driven recommendations. Build merchant relationships, track KPIs, support cross-functional execution with Product and Engineering, and assist in business analysis, reporting frameworks, and market research to improve conversion and reduce returns.

Summary Generated by Built In

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 continues to strengthen 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 part of the Merchant Success team, this role directly impacts merchant growth by improving conversion rates and reducing returns through data-led interventions. You will work closely with merchants, analyse performance metrics, and generate actionable insights that translate into measurable business outcomes. This is a high-impact role where your recommendations directly influence GMV growth and merchant success.

What You’ll Own

Merchant Growth & Insights

Analyse conversion rates, returns, and performance metrics across merchants
Run A/B experiments to measure impact and identify growth opportunities
Generate actionable insights to improve merchant performance

Data Analysis & Problem Solving

Identify root causes through deep data analysis
Translate insights into actionable solutions and recommendations
Differentiate between actionable vs. non-actionable insights

Stakeholder & Relationship Management

Build strong, long-term relationships with merchant partners
Create “GoKwik champions” within merchant organisations
Influence stakeholders through data-backed recommendations

Performance Tracking & Reporting

Define, track, and report key metrics impacting conversion and performance
Build frameworks for performance monitoring and reporting
Provide regular updates to internal stakeholders

Cross-Functional Collaboration

Work closely with Customer Engineering, Product, and Tech teams
Ensure execution of initiatives aligned with merchant goals
Support implementation of solutions within defined timelines

Business Analysis & Strategy Support

Assist in cost-benefit analysis and business case development
Contribute to business requirements for new initiatives
Conduct market research to identify trends and growth opportunities

Who You Are

2–4 years of experience in data-driven environments such as AdTech, FinTech, or eCommerce
Experience working on B2B SaaS products in customer-facing roles
Strong analytical skills with ability to derive insights from data
Experience in business analysis, defining metrics, and reporting frameworks
Comfortable working with Excel and tools like Metabase
Proven ability to make recommendations and influence stakeholders
Strong problem-solving mindset with attention to detail
Strong proficiency in English and Hindi

Why GoKwik

At GoKwik, you’ll work on real business problems that directly impact merchant growth and revenue.

You’ll operate in a fast-paced environment where insights quickly translate into action. This role offers strong ownership, cross-functional exposure, and the opportunity to build deep expertise in eCommerce growth and analytics.

Skills Required

2-4 years of experience in data-driven environments such as AdTech, FinTech, or eCommerce
Experience working on B2B SaaS products in customer-facing roles
Strong analytical skills with ability to derive insights from data
Experience in business analysis, defining metrics, and reporting frameworks
Comfortable working with Excel and tools like Metabase
Proven ability to make recommendations and influence stakeholders
Strong problem-solving mindset with attention to detail
Strong proficiency in English and Hindi

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The Company

New Delhi, Delhi

265 Employees

Year Founded: 2020

What We Do

GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.