Associate Customer Success Manager

GoKwik Commerce Solutions Pvt Ltd; India; On-site; INR 600,000 - 900,000; Full time

Job summary

GoKwik Commerce Solutions Pvt Ltd is seeking an Associate Customer Success Manager to own growth initiatives for leading D2C brands. You will drive checkout performance, improve conversion, and contribute to revenue growth through data-driven insights and experiments.

You will manage merchant relationships, analyze funnels and GMV, and collaborate with Product, Engineering, and Customer Engineering teams to implement improvements.

Qualifications

• 1–3 years of experience in B2B SaaS, Payments, FinTech, eCommerce, or D2C ecosystems.
• Experience in customer-facing roles with the ability to drive product adoption and influence stakeholders.
• Strong analytical skills with hands-on experience using Excel, Metabase, and business performance metrics.

Responsibilities

• Manage day-to-day merchant relationships, driving product adoption and value realisation from KwikCheckout.
• Analyse checkout funnels, conversion rates, payment success metrics, and GMV to identify growth opportunities.
• Design and execute experiments, including A/B tests, to optimise checkout performance and improve conversion.
• Track merchant performance against KPIs, identifying deviations and opportunities.
• Translate performance data into actionable recommendations and clear business insights.
• Partner with Product, Engineering, and Customer Engineering teams to communicate merchant feedback and support product enhancements.
• Build stakeholder relationships and develop long-term merchant champions across organisations.
• Identify opportunities to improve merchant outcomes through structured problem-solving, experimentation, and data-driven decision-making.

Skills

Excel

Metabase

Stakeholder management

Analytical thinking

Communication

Job description

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 approximately $2 billion in GMV, and is rapidly scaling across India and international markets.

Why This Role Matters

This is not traditional account management — it is growth ownership. As an Associate Customer Success Manager, you will directly influence how leading D2C brands maximise checkout performance, improve conversion rates, and drive revenue growth. Your recommendations, insights, and initiatives will contribute to measurable business impact across merchant growth, customer experience, and retention.

What You’ll Own

• Manage day-to-day merchant relationships, driving product adoption, engagement, and value realisation from KwikCheckout.
• Analyse checkout funnels, conversion rates, payment success metrics, and GMV to identify growth opportunities.
• Design and execute experiments, including A/B tests, to optimise checkout performance and improve conversion.
• Track merchant performance against key checkout, conversion, and business KPIs, identifying deviations and opportunities.
• Translate performance data into actionable recommendations and clear business insights.
• Partner with Product, Engineering, and Customer Engineering teams to communicate merchant feedback and support product enhancements.
• Build strong stakeholder relationships and develop long-term merchant champions across organisations.
• Identify opportunities to improve merchant outcomes through structured problem-solving, experimentation, and data-driven decision-making.

Who You Are

• 1–3 years of experience in B2B SaaS, Payments, FinTech, eCommerce, or D2C ecosystems.
• Experience in customer-facing roles with the ability to drive product adoption and influence stakeholders.
• Strong analytical skills with hands-on experience using Excel, Metabase, and business performance metrics.
• Understanding of eCommerce funnels, checkout optimisation, conversion metrics, or payment ecosystems is a strong advantage.
• Ability to structure ambiguous problems, derive meaningful insights, and execute with speed.
• Strong communication, relationship-building, and stakeholder management skills.
• Comfortable working in a fast-paced, high-ownership environment with a strong bias for action.
• Eagerness to learn, take ownership, and grow in a data-driven customer success role.

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.