# Senior Director - Customer Success & Revenue

## Summary
- Organization: GoKwik
- Location: Bangalore
- Type: Full-Time
- Department: N/A
- Status: active
- Posted: [object Object]
- Updated: [object Object]
- Closing Date: N/A
- External Apply: Yes
- External Apply URL: https://gokwik.keka.com/careers/jobdetails/124193

## Details
- Salary: N/A
- Experience: 12 - 15 Years
- Education: N/A
- Team: N/A
- Reporting To: N/A

## Description
**About GoKwik**

GoKwik is a growth operating system designed to power D2C and eCommerce brands from checkout optimisation 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 and bolstered by a $13 million growth round in June 2025 (total funding: $68 million), GoKwik is scaling aggressively across India and the UK.

**Why This Role Matters**

Our Customer Success team is the engine of retention, expansion, and long-term growth at GoKwik. For our KwikEngage vertical, ensuring merchants get maximum value from our platform directly impacts revenue and customer lifetime value. As Director/Senior Director of Customer Success, you’ll be responsible for a $30M+ ARR book of business, lead a high-performing team of 30+ CSMs, and drive strategies that reduce churn, grow accounts, and deliver against the vertical’s P&L. This is a high-impact leadership role where you’ll set the strategy, own outcomes, and build trusted relationships with the most strategic brands in the ecosystem.

**What You’ll Own**

- Customer Success strategy – design and execute a robust success playbook aligned to KwikEngage’s P&L and GoKwik’s overall objectives
- Revenue ownership – manage and grow a $30M+ ARR portfolio through renewals and upsells, consistently hitting expansion and retention targets
- Team leadership – mentor and scale a 30+ member CSM team, build a culture of accountability, and ensure they’re empowered to deliver impact at scale
- Strategic relationships – act as a trusted advisor to C-level stakeholders at high-value accounts, strengthening long-term partnerships
- Product expertise – become a deep subject matter expert on KwikEngage, guiding customers through technical adoption and new use cases
- Cross-functional partnership – work hand-in-hand with Product, Sales, and Marketing to ensure seamless handoffs, influence the roadmap, and align on customer needs
- Operational excellence – build scalable processes, success metrics, and feedback loops; implement health scoring and actionable insights to maximise impact

**Who You Are**

- 12 - 15 years of experience in Customer Success/Account Management, with at least 5 years in a senior leadership role managing 30+ team members
- Proven track record of owning and growing a $30M+ ARR book of business through renewals and expansions
- Strong technical acumen, able to engage confidently in API/integration discussions and product architecture conversations
- Results-driven leader who has consistently met or exceeded retention and revenue goals in a high-growth SaaS/eCommerce environment
- Exceptional leadership, communication, and stakeholder management skills – especially with C-suite executives
- Strategic thinker with an analytical mindset and strong problem-solving abilities

**Why GoKwik?**

At GoKwik, we aren’t just building tools, we’re rewriting the playbook for eCommerce growth. We exist to solve the toughest challenges faced by digital-first brands: low conversions, high RTOs, and a lack of engagement. Our checkout and conversion stack already powers 500+ leading D2C brands and marketplaces—and with KwikEngage, we’re shaping the next chapter of retention and customer lifecycle management.

## Responsibilities
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## Skills
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## Tags
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## Organization
- Name: GoKwik
- Website: https://gokwik.co
- Industry: Software Development
- Size: 201-500 employees
- Founded Year: 2020
- Description: 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 a 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,y such as COD RTO (Return to Origi,n) 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 3WhatsAppapp 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, which has helped 10000+ 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.