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 - 11 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.