The Role
Manage a portfolio of enterprise merchants as their strategic partner to drive adoption, retention, and revenue expansion. Lead business reviews, identify upsell opportunities, resolve merchant issues cross-functionally, influence product improvements, and develop scalable Customer Success processes and playbooks.
Summary Generated by Built In
About GoKwik
Why This Role Matters
What You'll OwnMerchant Growth & Relationship Management
Who You Are
Why 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 15,000+ 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, GoKwik is building the future of commerce by helping brands drive higher conversions, improve customer experiences, and accelerate sustainable growth.
Why This Role Matters
As Lead – Customer Success, you'll own relationships with GoKwik's strategic enterprise merchants, ensuring they achieve measurable business outcomes while unlocking the full value of GoKwik's products. You'll serve as a trusted advisor, driving adoption, retention, and growth across your portfolio. This is a high-impact, customer-facing role where you'll collaborate closely with Product, Engineering, Growth, and Sales to solve complex merchant challenges, influence product improvements, and deliver an exceptional customer experience. You'll also play a key role in shaping Customer Success best practices as GoKwik continues to scale.
What You'll OwnMerchant Growth & Relationship Management
- Own a portfolio of enterprise merchants and act as their strategic partner throughout their GoKwik journey.
- Build strong, long-term relationships with key business stakeholders and become their trusted advisor.
- Drive merchant adoption, engagement, retention, and overall account health.
- Identify opportunities for account expansion through upselling and cross-selling of GoKwik solutions.
- Conduct regular business reviews, share performance insights, and align on growth opportunities.
- Understand merchant business objectives and proactively recommend solutions that drive measurable impact.
- Partner with Product, Engineering, Operations, and Growth teams to resolve merchant challenges efficiently.
- Act as the voice of the merchant by sharing customer feedback and influencing product improvements.
- Drive proactive issue resolution while ensuring a seamless merchant experience.
- Work closely with Sales during merchant transitions to ensure successful onboarding and long-term success.
- Collaborate with internal teams to deliver high-quality solutions and improve customer outcomes.
- Support product launches, feature adoption, and merchant enablement initiatives.
- Build scalable processes and contribute to Customer Success playbooks and best practices.
- Own key Customer Success metrics including retention, adoption, customer satisfaction, and revenue expansion.
- Track merchant performance and identify opportunities to improve engagement and business outcomes.
- Support renewal conversations and contribute to long-term account growth strategies.
Who You Are
- 8-12 years of experience in Customer Success, Enterprise Account Management, Strategic Account Management, or Enterprise Sales.
- Experience managing enterprise customers within SaaS, FinTech, Payments, eCommerce, or technology-led businesses.
- Strong track record of driving customer retention, adoption, and account growth.
- Excellent relationship management and stakeholder engagement skills, including experience working with senior business leaders.
- Commercially minded with the ability to identify expansion opportunities and deliver measurable business value.
- Strong analytical and problem-solving skills with a customer-first approach.
- Comfortable working cross-functionally in a fast-paced, high-growth startup environment.
- Self-driven, proactive, and passionate about delivering exceptional customer experiences.
Why GoKwik
At GoKwik, you'll have the opportunity to solve meaningful problems at the intersection of technology, AI, and commerce while working with some of the world's fastest-growing D2C and eCommerce brands. We believe in empowering people with ownership, encouraging bold ideas, and moving quickly to create real impact. You'll collaborate with high-calibre teams across Product, Engineering, Growth, and Business, building solutions that influence millions of shopping journeys every day. Backed by leading global investors including RTP Global, Z47, Peak XV, and Think Investments, GoKwik offers an environment where you'll grow rapidly, take on meaningful challenges, and help shape the future of commerce.
Skills Required
- 8-12 years of experience in Customer Success, Enterprise Account Management, Strategic Account Management, or Enterprise Sales.
- Experience managing enterprise customers within SaaS, FinTech, Payments, eCommerce, or technology-led businesses.
- Proven track record of driving customer retention, adoption, and account growth.
- Excellent relationship management and stakeholder engagement skills, including experience working with senior business leaders.
- Commercially minded with the ability to identify expansion opportunities and deliver measurable business value.
- Strong analytical and problem-solving skills with a customer-first approach.
- Comfortable working cross-functionally in a fast-paced, high-growth startup environment.
- Self-driven, proactive, and passionate about delivering exceptional customer experiences.
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The Company
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.
