Customer Success Manager

About GoKwik
GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.
Why This Role Matters
As a Customer Success Manager – SMB, you will own relationships with a portfolio of small and mid-sized D2C merchants and help them get the most out of GoKwik’s solutions. You will work closely with merchants, support teams, operations, and courier partners to ensure smooth onboarding, resolve operational challenges, improve shipping performance, and drive long-term retention.
The role requires a strong combination of account management, problem-solving, operational understanding, and customer relationship skills, with a focus on proactively identifying risks and turning merchant insights into better business outcomes.
What You’ll Own
Account Management: Act as the primary point of contact for assigned SMB accounts, managing the relationship from onboarding through scale-up.
Merchant Success: Understand each merchant’s business model, order mix, shipping requirements, and delivery goals, and help them leverage the right GoKwik capabilities.
Support & Operations: Work closely with Support, Operations, and courier partners to ensure issues are resolved within agreed SLAs and merchants receive a seamless experience.
Issue Resolution: Own complex or high-impact issues end-to-end, including stuck shipments, pickup failures, weight disputes, COD remittance delays, NDR, and RTO spikes.
Payments: Partner with internal teams and merchants to ensure timely resolution of payment and COD-related issues.
Customer Retention: Identify early indicators of account risk, including declining volumes, repeated escalations, or rising RTO, and proactively build action plans to prevent churn.
Account Growth: Identify opportunities to improve merchant satisfaction, increase engagement, and grow the share of shipping volume handled through GoKwik.
Client Communication: Keep merchants informed about open issues, product updates, service improvements, and expected resolution timelines, especially during incidents.
Reporting & Insights: Track ticket trends, delivery performance, and recurring merchant pain points across the portfolio and convert insights into actionable recommendations.
Cross-functional Collaboration: Work with Product, Support, Operations, and other teams to drive resolution of recurring customer issues and improve the overall merchant experience.
Relationship Building: Build long-term merchant partnerships through regular check-ins, structured reviews, and proactive engagement.
Who You Are
2–4 years of experience in Customer Success, Account Management, Client Servicing, Operations, or a similar customer-facing role.
Experience managing a portfolio of SMB or mid-market customers, preferably in SaaS, D2C, eCommerce, logistics, payments, or a high-growth startup.
Strong understanding of customer lifecycle, account management, and retention.
Ability to independently manage customer escalations and drive issues to closure by coordinating across multiple teams.
Strong problem-solving and analytical skills, with the ability to identify patterns from customer and operational data.
Excellent communication and stakeholder management skills, with the ability to remain clear and composed during escalations.
Strong ownership mindset and ability to work in a fast-paced, high-accountability environment.
Experience with shipping, logistics, COD, NDR, RTO, or eCommerce operations is a strong plus.
Why GoKwik
At GoKwik, you’ll have the opportunity to work closely with a diverse set of D2C and eCommerce merchants and directly influence their growth and success. You’ll operate at the intersection of customers, technology, operations, and business, giving you exposure to real-world commerce challenges at scale. With a high-ownership culture, fast-paced environment, and the opportunity to work on products powering thousands of merchants, this role offers strong learning, impact, and growth opportunities.

Experience
3 - 5 Years