Customer Success Manager

About GoKwik

GoKwik is a growth operating system for D2C and eCommerce brands, powering merchants across checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Today, GoKwik enables 15,000+ merchants globally, processes ~$2 billion in GMV, and is rapidly scaling across India and international markets.

Why This Role Matters

As part of the Merchant Success team, this role directly impacts merchant growth by improving conversion rates and reducing returns through data-led interventions. You will work closely with merchants, analyse performance metrics, and generate actionable insights that translate into measurable business outcomes. This is a high-impact role where your recommendations directly influence GMV growth and merchant success.

What You’ll Own

• Merchant Growth & Insights
• Analyse conversion rates, returns, and performance metrics across merchants
• Run A/B experiments to measure impact and identify growth opportunities
• Generate actionable insights to improve merchant performance
• Data Analysis & Problem Solving
• Identify root causes through deep data analysis
• Translate insights into actionable solutions and recommendations
• Differentiate between actionable vs. non-actionable insights
• Stakeholder & Relationship Management
• Build strong, long-term relationships with merchant partners
• Create “GoKwik champions” within merchant organisations
• Influence stakeholders through data-backed recommendations
• Performance Tracking & Reporting
• Define, track, and report key metrics impacting conversion and performance
• Build frameworks for performance monitoring and reporting
• Provide regular updates to internal stakeholders
• Cross-Functional Collaboration
• Work closely with Customer Engineering, Product, and Tech teams
• Ensure execution of initiatives aligned with merchant goals
• Support implementation of solutions within defined timelines
• Business Analysis & Strategy Support
• Assist in cost-benefit analysis and business case development
• Contribute to business requirements for new initiatives
• Conduct market research to identify trends and growth opportunities

Who You Are

• 3-6 years of experience in data-driven environments such as AdTech, FinTech, or eCommerce
• Experience working on B2B SaaS products in customer-facing roles
• Strong analytical skills with ability to derive insights from data
• Experience in business analysis, defining metrics, and reporting frameworks
• Comfortable working with Excel and tools like Metabase
• Proven ability to make recommendations and influence stakeholders
• Strong problem-solving mindset with attention to detail

Why GoKwik

At GoKwik, you'll work closely with some of the fastest-growing D2C brands and directly influence how they optimise their checkout experience and drive business growth. This role offers strong ownership, cross-functional exposure, and the opportunity to combine analytics, experimentation, and customer success to deliver measurable outcomes at scale.