GoKwik

Associate Director - Customer Success

Posted 19 Days Ago

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Gurugram, Haryana, IND

In-Office

Expert/Leader

eCommerce

The Role

Own strategic relationships and business outcomes for enterprise merchants, driving retention, expansion, upsells, and cross-sells. Lead a high-performing Merchant Success team as a hands-on player-coach, establish engagement and support standards, resolve complex merchant challenges, and collaborate with Product, Growth, and Engineering to deliver solutions. Represent merchant needs internally while contributing to long-term customer value and revenue growth.

Summary Generated by Built In

About GoKwik

GoKwik is a growth operating system for D2C and eCommerce brands. We power checkout optimisation, reduce RTO, and drive higher conversion and GMV through AI-led solutions. Backed by leading global investors, GoKwik is building the backbone of payments, checkout, and conversion for modern commerce.

Why This Role Matters

As Associate Director – Customer Success, you will own outcomes for our enterprise merchants. You will build trusted relationships, drive growth, and scale a high-performance Customer Success function. This is a player–coach role with direct impact on merchant retention, expansion, and long-term value.

What You’ll Own

Merchant Growth & Relationship Management

Own strategic relationships with top enterprise merchants.
Act as the primary escalation and decision partner for merchants.
Drive expansion through upsell and cross-sell opportunities.
Build long-term, value-led partnerships beyond transactional engagement.

Team Leadership & Scale

Hire, mentor, and scale a high-performing Merchant Success team.
Lead from the front in a hands-on, player–coach capacity.
Set benchmarks for merchant engagement, support quality, and growth outcomes.

Merchant-First Problem Solving

Deep dive into merchant challenges across product, tech, and operations.
Work closely with Product, Growth, and Engineering teams to deliver solutions.
Represent the merchant voice in internal forums and decision-making.

Who You Are

8–12 years of experience in Customer Success, Account Management, or Enterprise Sales.
Background in SaaS, Fintech, Payments, or eCommerce enablement preferred.
Proven experience managing enterprise merchants and driving retention and growth.
Strong player–coach mindset with comfort in execution and leadership.
High ownership, empathy, and follow-through.
Strong commercial acumen with an understanding of revenue and P&L.
Comfortable working in ambiguity and fast-paced startup environments.

Why GoKwik

GoKwik offers the opportunity to build at scale in a high-impact, fast-growing eCommerce and fintech ecosystem. You will work with a high-density talent team that is solving real, large-scale problems across checkout, payments, and conversion for thousands of merchants. The culture is outcome-driven with minimal hierarchy, giving you ownership, speed, and visibility into your impact. Backed by top-tier global investors, GoKwik combines startup agility with long-term ambition, making it an ideal environment for professionals who want to build, lead, and grow with the business.

Skills Required

8-12 years of experience in Customer Success, Account Management, or Enterprise Sales
Proven experience managing enterprise merchants and driving retention and growth
Player-coach mindset with comfort in execution and leadership
High ownership, empathy, and follow-through
Strong commercial acumen with an understanding of revenue and P&L
Comfort working in ambiguity and fast-paced startup environments
Background in SaaS, fintech, payments, or eCommerce enablement

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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.