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Lead - Customer Success

Lead - Customer Success

GoKwik

9 years

0 Lacs

bengaluru karnataka india

Posted:1 week ago| Platform:

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Skills Required

rtos retention engagement power ai strategies collaboration analyze data engineering design test metrics report portfolio management saas excel communication agile cutting

Work Mode

On-site

Job Type

Full Time

Job Description

About GoKwik

GoKwik is a growth operating system empowering D2C and eCommerce brands across the funnel—from optimizing checkout and reducing RTOs to driving retention and post-purchase engagement. Today, we power 15,000 merchants globally, process over $2B+ in GMV, and are rapidly expanding across India, the UK, Europe, and the US. With backing from RTP Global, Z47, Peak XV, and Think Investments—and fresh funding of $13M in June 2025 (total $68M)—we’re doubling down on product innovation, AI-led infrastructure, and global-scale growth.

Why This Role Matters

As Lead - Customer Success (KwikEngage), you’ll be at the center of driving merchant growth and retention through high-impact engagement strategies. You’ll own relationships with key merchants, enabling product adoption, conversion uplift, and incremental GMV. This role is both strategic and hands-on—ideal for someone who thrives on problem-solving, collaboration, and measurable business outcomes.

What You’ll Own

Own and grow strategic merchant accounts, ensuring consistent value delivery, retention, and expansion
Analyze performance data to identify growth levers and improve conversion rates, adoption, and GMV
Collaborate cross-functionally with Product, Engineering, and Customer Engineering to turn insights into action
Design and run A/B experiments to test hypotheses and optimize results
Track success metrics, report performance trends, and recommend scalable improvements
Mentor, onboard, and guide CSMs to ensure portfolio health and consistent delivery excellence

Who You Are

7–9 years of experience in Customer Success, Account Management, or Growth roles within B2B SaaS, AdTech, FinTech, or eCommerce
Strong analytical mindset and data fluency (Excel, Metabase, or similar tools)
Proven record of driving product adoption, upsells, and revenue impact
Exceptional communication, stakeholder management, and problem-solving skills
Startup DNA-agile, hands-on, and execution-oriented
Proficiency in Tamil language is a plus

Why GoKwik?

At GoKwik, we’re redefining how eCommerce brands grow and retain customers. Our mission is to build a performance-driven ecosystem that enhances every stage of the customer journey—from checkout to repeat purchase. Join us to work with industry-leading brands, cutting-edge products, and a team obsessed with driving meaningful impact.

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Lead - Customer Success