Associate Director - Customer Success

About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands. We power checkout optimisation, reduce RTO, and drive higher conversion and GMV through AI-led solutions. Backed by leading global investors, GoKwik is building the backbone of payments, checkout, and conversion for modern commerce.
Why This Role Matters
As Associate Director – Customer Success, you will own outcomes for our enterprise merchants. You will build trusted relationships, drive growth, and scale a high-performance Customer Success function. This is a player–coach role with direct impact on merchant retention, expansion, and long-term value.
What You’ll Own
Merchant Growth & Relationship Management
Own strategic relationships with top enterprise merchants.
Act as the primary escalation and decision partner for merchants.
Drive expansion through upsell and cross-sell opportunities.
Build long-term, value-led partnerships beyond transactional engagement.
Team Leadership & Scale
Hire, mentor, and scale a high-performing Merchant Success team.
Lead from the front in a hands-on, player–coach capacity.
Set benchmarks for merchant engagement, support quality, and growth outcomes.
Merchant-First Problem Solving
Deep dive into merchant challenges across product, tech, and operations.
Work closely with Product, Growth, and Engineering teams to deliver solutions.
Represent the merchant voice in internal forums and decision-making.
Who You Are
8–12 years of experience in Customer Success, Account Management, or Enterprise Sales.
Background in SaaS, Fintech, Payments, or eCommerce enablement preferred.
Proven experience managing enterprise merchants and driving retention and growth.
Strong player–coach mindset with comfort in execution and leadership.
High ownership, empathy, and follow-through.
Strong commercial acumen with an understanding of revenue and P&L.
Comfortable working in ambiguity and fast-paced startup environments.
Why GoKwik
GoKwik offers the opportunity to build at scale in a high-impact, fast-growing eCommerce and fintech ecosystem. You will work with a high-density talent team that is solving real, large-scale problems across checkout, payments, and conversion for thousands of merchants. The culture is outcome-driven with minimal hierarchy, giving you ownership, speed, and visibility into your impact. Backed by top-tier global investors, GoKwik combines startup agility with long-term ambition, making it an ideal environment for professionals who want to build, lead, and grow with the business.

Work arrangement
No