Director - Customer Success

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 15,000+ merchants globally, processes ~$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 $13M growth round in June 2025 (total funding: $68M)—GoKwik is scaling rapidly across India, the UK, Europe, and the US. Why This Role Matters SMB merchants form a large and high-impact segment of GoKwik’s ecosystem. This role ensures that merchants are successful on the platform, leading to higher retention, increased product adoption, and consistent revenue growth. By building strong relationships and scalable account management processes, this role directly impacts merchant lifetime value and overall business growth. What You’ll Own Merchant Relationship Management - Own end-to-end relationships with a portfolio of SMB merchants - Act as the primary point of contact for business, product, and operational queries - Build strong, trust-based relationships with merchant stakeholders Revenue Growth & Retention - Drive GMV growth, repeat usage, and product adoption - Identify upsell and cross-sell opportunities - Reduce churn by proactively solving merchant pain points Performance Monitoring - Track key merchant metrics such as GMV, retention, and product usage - Conduct regular business reviews with merchants - Use data insights to drive account-level growth strategies Problem Solving & Escalations - Resolve merchant issues related to operations, billing, and platform usage - Work closely with product, operations, and support teams for faster resolution - Ensure a seamless merchant experience Team Leadership - Lead and mentor a team of account managers - Set targets, track performance, and ensure alignment with business goals - Build scalable processes for SMB account management Feedback & Product Loop - Gather merchant insights and feedback - Collaborate with product and growth teams to improve offerings - Drive merchant-centric improvements across the platform Who You Are - 10-15 years of experience in Account Management, Customer Success, or Sales - Experience working with SMB clients, preferably in eCommerce or SaaS - Strong understanding of the online commerce ecosystem, including payments, logistics, or SaaS products - Proven track record of driving revenue growth and retention - Strong communication and stakeholder management skills - Data-driven mindset with the ability to interpret and act on metrics Why GoKwik At GoKwik, you’ll work closely with a large and growing base of D2C brands, directly influencing their growth and success. You’ll lead a high-impact team, build scalable account management processes, and contribute to revenue expansion in a fast-paced, high-growth environment. This role offers strong ownership, visibility, and long-term growth opportunities.