GoKwik - Lead - Customer Success

About GoKwik:

GoKwik is a growth operating system designed to power D2C and eCommerce brands-from
checkout optimization and reducing return-to-origin (RTO), to payments, retention, and post-purchase
engagement. Today, GoKwik enables over 12,000 merchants worldwide, processes around $2 billion
in GMV, and is strengthening its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and
Think Investments and bolstered by a $13 million growth round in June 2025 (total funding: $68
million), GoKwik is scaling aggressively across India, the UK, Europe, and the US.

Why This Role Matters:

- This role isn't just about account management - it's about owning and growing strategic merchant
relationships that are core to GoKwik's success.

- You'll work directly with top enterprise merchants, ensuring their sustained growth, retention, and expansion.

- As a player-coach, you'll mentor a high-performing team, roll up your sleeves when needed, and serve as the merchant's strongest advocate within GoKwik.

- If you thrive on building trust, solving complex challenges, and driving business impact, this role will put you at the center of GoKwik's merchant-first mission.

What You'll Own:

Merchant Growth & Relationship Management:

- Own strategic relationships with top enterprise merchants - be their first call, last call, and everything in between

- Build long-term trust beyond transactional connects

- Identify and execute expansion opportunities; upsell and cross-sell naturally Team Leadership & Scale Building

- Mentor, coach, and scale a high-performance merchant success team

- Lead by example - this is a player-coach role, not an ivory tower position

- Set the bar for excellence in merchant engagement, support, and growth Merchant-First Problem Solving

- Deep dive into merchant challenges and proactively solve them

- Partner with Product, Growth, and Tech to co-create merchant-centric solutions

- Be the merchant's voice in every internal discussion and decision

Who You Are:

- 8-12 years of experience in Customer Success, Account Management, or Enterprise Sales

- Background in SaaS, Fintech, Payments, or E-commerce enablement

- Proven success managing enterprise merchants - driving satisfaction, growth, and stickiness

- Player-coach mindset: you lead teams but also love being on the ground

- High on hustle, empathy, and follow-through

- Strong commercial acumen with a balance of relationship management and P&L ownership

- Comfortable navigating ambiguity and building processes in a startup environment

Why GoKwik?

At GoKwik, you won't just manage merchants - you'll be the engine driving their growth and
retention. You'll work with some of the fastest-scaling enterprise brands, directly shape GoKwik's
merchant success strategy, and build scalable models for long-term impact. Expect a high-density
talent environment, an outcome-first culture, zero bureaucracy, and the freedom to lead with
ownership. Backed by leading global investors, we're future-proof, fast-paced, and built for builders