Customer Success Manager

GoKwik Commerce Solutions Pvt Ltd; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

GoKwik is seeking a data-driven Merchant Success Analyst to optimise merchant conversion and reduce returns. You will analyse performance metrics, run experiments, and translate insights into measurable actions that boost GMV. Collaboration with Customer Engineering, Product, and Tech will be essential to deliver timely solutions.

The role emphasizes ownership of analytics, reporting frameworks, and stakeholder management to drive growth for D2C and eCommerce brands.

Qualifications

• 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.

Responsibilities

• 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.
• Define, track, and report key metrics impacting conversion and performance.
• Collaborate with cross-functional teams (Product, Tech, Customer Engineering) to implement solutions.

Skills

Analytical thinking

Excel

Metabase

A/B testing

Stakeholder management

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 ~$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

• 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

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.