Lead - Customer Success

GoKwik; Gurugram District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

GoKwik, a Gurgaon-based growth platform, seeks a Lead – Customer Success to own relationships with enterprise merchants and unlock value across GoKwik products, driving adoption, retention, and growth. You will manage a portfolio of strategic clients, coordinate with Product, Engineering, Growth, and Sales to resolve challenges, and deliver measurable business impact.

This role requires strong leadership and cross-functional collaboration.

Qualifications

• 8-12 years of experience in Customer Success, Enterprise Account Management, Strategic Account Management, or Enterprise Sales.
• Experience managing enterprise customers within SaaS, FinTech, Payments, eCommerce, or technology-led businesses.
• Strong track record of driving customer retention, adoption, and account growth.
• Excellent relationship management and stakeholder engagement skills, including experience working with senior business leaders.

Responsibilities

• Own a portfolio of enterprise merchants and act as their strategic partner throughout their GoKwik journey.
• Build strong, long-term relationships with key business stakeholders and become their trusted advisor.
• Drive merchant adoption, engagement, retention, and overall account health.
• Identify opportunities for account expansion through upselling and cross-selling of GoKwik solutions.
• Conduct regular business reviews, share performance insights, and align on growth opportunities.
• Understand merchant objectives and proactively recommend solutions that drive measurable impact.
• Partner with Product, Engineering, Operations, and Growth teams to resolve merchant challenges efficiently.
• Act as the voice of the merchant by sharing feedback and influencing product improvements.
• Drive proactive issue resolution while ensuring a seamless merchant experience.
• Work closely with Sales during transitions to ensure onboarding and long-term success.
• Collaborate with internal teams to deliver high-quality solutions and improve customer outcomes.
• Support product launches, feature adoption, and merchant enablement initiatives.
• Build scalable processes and contribute to Customer Success playbooks and best practices.
• Own key CS metrics including retention, adoption, customer satisfaction, and revenue expansion.
• Track merchant performance and identify opportunities to improve engagement and business outcomes.

Skills

Enterprise Account Management

Strategic Account Management

Customer Success

Relationship Management

Upselling & cross-selling

Stakeholder Engagement

Renewals

Problem solving

AI in CS

Team Leadership

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 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, GoKwik is building the future of commerce by helping brands drive higher conversions, improve customer experiences, and accelerate sustainable growth.

Why This Role Matters

As Lead – Customer Success, you'll own relationships with GoKwik's strategic enterprise merchants, ensuring they achieve measurable business outcomes while unlocking the full value of GoKwik's products. You'll serve as a trusted advisor, driving adoption, retention, and growth across your portfolio. This is a high-impact, customer-facing role where you'll collaborate closely with Product, Engineering, Growth, and Sales to solve complex merchant challenges, influence product improvements, and deliver an exceptional customer experience. You'll also play a key role in shaping Customer Success best practices as GoKwik continues to scale.

What You'll Own

Merchant Growth & Relationship Management

• Own a portfolio of enterprise merchants and act as their strategic partner throughout their GoKwik journey.
• Build strong, long-term relationships with key business stakeholders and become their trusted advisor.
• Drive merchant adoption, engagement, retention, and overall account health.
• Identify opportunities for account expansion through upselling and cross-selling of GoKwik solutions.
• Conduct regular business reviews, share performance insights, and align on growth opportunities.

Merchant Success & Problem Solving

• Understand merchant business objectives and proactively recommend solutions that drive measurable impact.
• Partner with Product, Engineering, Operations, and Growth teams to resolve merchant challenges efficiently.
• Act as the voice of the merchant by sharing customer feedback and influencing product improvements.
• Drive proactive issue resolution while ensuring a seamless merchant experience.

Cross-Functional Collaboration

• Work closely with Sales during merchant transitions to ensure successful onboarding and long-term success.
• Collaborate with internal teams to deliver high-quality solutions and improve customer outcomes.
• Support product launches, feature adoption, and merchant enablement initiatives.
• Build scalable processes and contribute to Customer Success playbooks and best practices.

Business Impact

• Own key Customer Success metrics including retention, adoption, customer satisfaction, and revenue expansion.
• Track merchant performance and identify opportunities to improve engagement and business outcomes.
• Support renewal conversations and contribute to long-term account growth strategies.

Who You Are

• 8-12 years of experience in Customer Success, Enterprise Account Management, Strategic Account Management, or Enterprise Sales.
• Experience managing enterprise customers within SaaS, FinTech, Payments, eCommerce, or technology-led businesses.
• Strong track record of driving customer retention, adoption, and account growth.
• Excellent relationship management and stakeholder engagement skills, including experience working with senior business leaders.
• Commercially minded with the ability to identify expansion opportunities and deliver measurable business value.
• Strong analytical and problem‑solving skills with a customer‑first approach.
• Comfortable working cross‑functionally in a fast‑paced, high‑growth startup environment.
• Self‑driven, proactive, and passionate about delivering exceptional customer experiences.

Why GoKwik

At GoKwik, you'll have the opportunity to solve meaningful problems at the intersection of technology, AI, and commerce while working with some of the world's fastest‑growing D2C and eCommerce brands. We believe in empowering people with ownership, encouraging bold ideas, and moving quickly to create real impact. You'll collaborate with high‑calibre teams across Product, Engineering, Growth, and Business, building solutions that influence millions of shopping journeys every day. Backed by leading global investors including RTP Global, Z47, Peak XV, and Think Investments, GoKwik offers an environment where you'll grow rapidly, take on meaningful challenges, and help shape the future of commerce.

Required Skills

ecom Ownership negotiation handling Problem‑solving AI customer Success team lead Team Management customer lifecycle d2c