Customer Success Manager

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 continues to strengthen 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 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** Merchant Growth & Insights - 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 - Differentiate between actionable vs. non-actionable insights 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** - 5 - 8 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 on real business problems that directly impact merchant growth and revenue. You’ll operate in a fast-paced environment where insights quickly translate into action. This role offers strong ownership, cross-functional exposure, and the opportunity to build deep expertise in eCommerce growth and analytics.