Why This Role Matters
What You'll Own
- Own the complete customer lifecycle, including onboarding, product adoption, retention, renewals, and account growth.
- Build trusted relationships with Shopify merchants and act as the primary point of contact for assigned accounts.
- Conduct regular business reviews, health checks, and success planning sessions to align product usage with merchant goals.
- Design structured onboarding plans, success milestones, and adoption strategies for new customers.
- Drive product adoption by identifying usage gaps and recommending best practices across return and refund workflows.
- Guide merchants on Shopify integrations, app ecosystem capabilities, and Return Management System configuration.
- Advise customers on optimizing return policies, exchanges, refunds, and reverse logistics operations.
- Analyze customer usage and return data to identify trends, operational bottlenecks, and improvement opportunities.
- Collaborate closely with Product, Engineering, and Support teams to resolve customer issues and influence product enhancements.
- Act as the voice of the customer by sharing product feedback and feature recommendations.
- Identify expansion opportunities through upselling and cross-selling aligned with customer business objectives.
- Monitor customer health metrics, engagement, and renewal readiness to proactively reduce churn.
- Leverage AI tools to improve operational efficiency, automate repetitive workflows, and continuously enhance customer success processes.
Who You Are
- 3-6 years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.
- Strong understanding of the Shopify ecosystem, including merchant workflows, apps, integrations, and third-party tools.
- Hands-on experience with Return Management Systems, post-purchase platforms, or eCommerce operations.
- Experience managing SaaS customers throughout onboarding, adoption, and renewal cycles.
- Excellent stakeholder management, communication, and presentation skills.
- Ability to simplify technical concepts into clear business outcomes for customers.
- Strong analytical and problem-solving skills with a customer-first mindset.
- Experience working cross-functionally with Product, Engineering, and Support teams.
- Ability to manage multiple customer accounts in a fast-paced environment.
- Comfortable leveraging AI tools to improve day-to-day operations and existing workflows.
Skills Required
- 3-6 years experience in Customer Success, Account Management, or similar SaaS customer-facing role
- Strong understanding of the Shopify ecosystem, including merchant workflows, apps, and integrations
- Hands-on experience with Return Management Systems, post-purchase platforms, or eCommerce operations
- Experience managing SaaS customers through onboarding, adoption, and renewal cycles
- Excellent stakeholder management, communication, and presentation skills
- Ability to simplify technical concepts into clear business outcomes
- Strong analytical and problem-solving skills with a customer-first mindset
- Experience working cross-functionally with Product, Engineering, and Support teams
- Ability to manage multiple customer accounts in a fast-paced environment
- Comfortable leveraging AI tools to improve operations and automate workflows
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.
