Lead - Customer Success

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.