Customer Success Manager

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 Manager's 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 <₹5L monthly GMV
• 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.