Sr Customer Success Manager

Gokwik Commerce Solutions; Gurugram District; On-site; INR 500,000 - 800,000; Full time

Job summary

GoKwik in Gurugram, India, is hiring an Associate Customer Success Manager to drive growth for D2C and eCommerce brands. You will manage merchant relationships, promote product adoption, and translate data insights into concrete actions that boost checkout performance and revenue.

The role emphasizes cross-functional collaboration with Product, Engineering, and analytics teams, requiring 1–3 years in related industries and a proven ability to influence stakeholders.

Qualifications

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

Responsibilities

• Support day-to-day merchant relationships, helping drive product adoption and value realization from KwikCheckout.
• Analyse checkout funnels, conversion rates, payment success metrics, and GMV to identify growth opportunities.
• Design and execute experiments (A/B testing) to optimise checkout performance and unlock conversion improvements.
• Coordinate with Product, Engineering, and Customer Engineering teams to relay merchant feedback and support product enhancement discussions.
• Track merchant performance against key checkout, conversion, and business KPIs, and flag deviations or opportunities.
• Generate actionable recommendations through structured data analysis and business insights.
• Build strong stakeholder relationships and create long-term merchant champions across organisations.

Skills

B2B SaaS experience

Payments/FinTech knowledge

Ecommerce/D2C exposure

Analytical mindset

Strong communication

Tools

Excel

Metabase

Job description

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

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. Every recommendation, insight, and initiative you drive contributes to measurable business impact across merchant growth, customer experience, and retention.

What Youll Own

• Support day-to-day merchant relationships, helping drive 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 (A/B testing) to optimise checkout performance and unlock conversion improvements.
• Coordinate with Product, Engineering, and Customer Engineering teams to relay merchant feedback and support product enhancement discussions.
• Track merchant performance against key checkout, conversion, and business KPIs, and flag deviations or opportunities.
• Generate actionable recommendations through structured data analysis and business insights.
• Build strong stakeholder relationships and create long-term merchant champions across organisations.

Who You Are

• 1-3 years of experience in B2B SaaS, Payments, FinTech, eCommerce, or D2C ecosystems
• Proven ability to drive product adoption and influence stakeholders in customer-facing roles.
• Strong analytical skills with hands-on experience in Excel, Metabase, and business performance metrics.
• Understanding of eCommerce funnels, checkout optimisation, conversion metrics, or payment ecosystems is a strong advantage.
• Ability to structure problems, derive insights, and execute with speed.
• Eagerness to grow in a fast-paced, high-ownership environment.
• Strong communication, relationship-building, and stakeholder management skills.

Why GoKwik

At GoKwik, youll 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.