Why This Role Matters
What You'll Own
- Enterprise Client Success & Adoption - Own smooth onboarding, drive product adoption, and ensure brands unlock maximum value from KwikCheckout.
- Growth & Retention - Deliver measurable impact on retention, upsell, and cross-sell within a portfolio of large, revenue-critical accounts through data-driven, executive-level interventions.
- Strategic Account Management - Manage a concentrated portfolio of enterprise D2C/eCommerce accounts, own multi-quarter success plans and QBRs, track success milestones, and proactively mitigate churn risk at an executive level.
- Business Strategy & Advisory - Act as a strategic advisor to brand leadership, identifying revenue growth opportunities by improving checkout performance, conversion rates, payment success, and overall customer experience, with a lens on enterprise-scale impact and P&L outcomes.
- Performance Insights - Analyse checkout funnel performance, conversion metrics, payment success rates, customer behaviour, and platform usage to deliver strategic recommendations and present insights directly to CXOs and founders.
- Stakeholder Ownership - Build strong relationships with CXOs, founders, and eCommerce leaders; operate as the trusted SPOC.
- Cross-Functional & Internal Leadership - Partner closely with Product, Engineering, and Marketing to influence the enterprise product roadmap; represent the voice of enterprise customers in internal strategic planning.
- Process Excellence - Design and refine enterprise-specific processes, escalation frameworks, and best practices to scale customer success across the enterprise segment; mentor junior CSMs where relevant.
Who You Are
- 5–7 years of experience in Customer Success, Account Management, or Strategic Partnerships, with a track record managing enterprise-tier accounts, preferably in SaaS, D2C, eCommerce, or Payments.
- Hands-on experience with checkout platforms, payment gateways, eCommerce technologies, conversion optimisation, or customer journey analytics is a strong plus.
- Proven track record of managing large, complex enterprise accounts with clear, quantifiable outcomes on retention, expansion, and revenue growth.
- Strong executive presence with the ability to influence and advise CXOs, founders, and senior leadership.
- Strong analytical mindset with the ability to derive insights and drive strategic decisions.
- Excellent communication, stakeholder management, and problem-solving skills.
- Comfortable operating in a fast-paced, high-ownership environment.
Why GoKwik
Skills Required
- 5-7 years of experience in Customer Success, Account Management, or Strategic Partnerships
- Proven track record managing enterprise-tier accounts with measurable retention and revenue outcomes
- Strong executive presence and ability to influence CXOs and senior leadership
- Strong analytical mindset and ability to derive insights from performance metrics
- Excellent communication, stakeholder management, and problem-solving skills
- Comfortable operating in a fast-paced, high-ownership environment
- Hands-on experience with checkout platforms, payment gateways, eCommerce technologies, conversion optimization, or customer journey analytics
- Experience advising on business strategy, P&L outcomes, and presenting to executive-level stakeholders
- Ability to design enterprise-specific processes, escalation frameworks, and mentor junior CSMs
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.
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