Customer Success Manager

Gokwik Commerce Solutions; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

GoKwik is hiring a Customer Success Manager to join the Merchant Success Team in Bengaluru. You will interact with growing brands, drive conversion improvements using data, and closely collaborate with Customer Engineering, Technology, and Product teams.

You will guide merchants through onboarding, setup, and dashboard usage, while managing escalations and churn mitigation with a proactive, fast-moving startup mindset.

Qualifications

• Experience in B2B SaaS, AdTech, FinTech, or ecommerce environments.
• Customer-facing role with influence on product or tech adoption.
• Strong data skills with Excel, Metabase and conversion metrics analysis.
• Ability to structure problems, derive insights and drive outcomes quickly.

Responsibilities

• Interact with merchants and drive conversion improvements.
• Handle early-stage brands and onboard them.
• Lead retention saves, pricing conversations, and churn mitigation.
• Provide hands-on support for setup, training, dashboards, and reports.
• Offer real-time support for order reconciliation, shipping issues, and RTO queries.
• Drive performance calls as needed.
• Manage high daily inflow of support tickets across email, WhatsApp, chat, and calls.
• Provide voice support for merchants uncomfortable with chat/email.
• Resolve ad-hoc queries and blockers with merchant teams.
• Collaborate internally to resolve escalations and repetitive doubts.

Skills

B2B SaaS

Data analysis

Excel

Metabase

Tools

Excel

Metabase

Job description

About 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 12,000 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, the UK, Europe, and the US.

Why This Role Matters

As a Customer Success Manager in the Merchant Success Team , you will be responsible to Interact & handle our Merchants/Accounts & leverage data to drive conversion improvements, provide key data-driven insights & indirectly improve GMV of Merchants, Further Customer Success Managers would be closely working with our Customer Engineering, Technology & Product Team.

Looking for CSMs who are looking to drive a tonne of impact in early stage startups and are excited about seeing their insights translate into actions quickly!

What You ll Own

• Manage early-stage, growing brands with
• Work closely with merchants who are often first-time online sellers or retail shopkeepers
• Lead retention saves, pricing conversations, and churn mitigation
• Provide hands-on support for technically unsound users - setup, training, understanding dashboards and reports
• Offer real-time support on basic operational needs like order reconciliation, shipping issues, and RTO queries
• Drive Performance calls on a need basis.
• Manage high daily inflow of support tickets across email, WhatsApp, chat, and live call
• Offer voice support and guidance as many merchants are not comfortable with chat or email
• Resolve ad-hoc queries and repetitive operational blockers directly with merchant teams
• Collaborate internally to resolve frequent escalations and repetitive doubts

Who you are

• Prior exposure to B2B SaaS, AdTech, FinTech, or eCommerce environments
• Experience working in a customer-facing role and influencing product or tech adoption
• Strong data skills-comfortable with Excel, Metabase, and analyzing conversion metrics
• Ability to structure problems, derive insights, and drive outcomes with speed
• A growth mindset-comfortable in startup chaos and ready to create impact fast
• Strong communication and stakeholder management skills

Why GoKwik

At GoKwik, we aren t just building tools - we re rewriting the playbook for eCommerce in India. We exist to solve some of the most complex challenges faced by digital-first brands: low conversion rates, high RTO, and poor post-purchase experience. Our checkout and conversion stack powers 500+ leading D2C brands and marketplaces - and we re just getting started.