Senior Customer Success Manager

Role overview

Senior Customer Success Manager at GoKwik

Employment details

• Location: Gurugram [India]

About the employer

• GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimization, RTO reduction, payments, retention, and post-purchase engagement.
• Today, GoKwik powers 15,000+ merchants globally, processes ~$2 billion in GMV, and continues to strengthen its AI-powered infrastructure across India, the UK, Europe, and the US.
• Why This Role Matters As a Senior Customer Success Manager, you will be responsible for driving adoption, revenue growth, and long-term partnerships across high-impact D2C brands.
• This role goes beyond support—you will act as a strategic partner to customers, ensuring KwikCheckout delivers measurable business outcomes.
• You will work closely with senior stakeholders on the customer side and collaborate internally with Product, Engineering, and Marketing to continuously improve the product and customer experience.
• What You'll Own Enterprise Client Success & Adoption - Own smooth onboarding, drive product adoption, and ensure brands unlock maximum value from KwikCheckout.
• Growth & Retention - Deliver measurable impact on retention, upsell, and cross-sell within a portfolio of large, revenue-critical accounts through data-driven, executive-level interventions.
• Strategic Account Management - Manage a concentrated portfolio of enterprise D2C/eCommerce accounts, own multi-quarter success plans and QBRs, track success milestones, and proactively mitigate churn risk at an executive level.
• Business Strategy & Advisory - Act as a strategic advisor to brand leadership, identifying revenue growth opportunities by improving checkout performance, conversion rates, payment success, and overall customer experience, with a lens on enterprise-scale impact and P&L outcomes.
• Performance Insights - Analyse checkout funnel performance, conversion metrics, payment success rates, customer behaviour, and platform usage to deliver strategic recommendations and present insights directly to CXOs and founders.
• Stakeholder Ownership - Build strong relationships with CXOs, founders, and eCommerce leaders; operate as the trusted SPOC.
• Cross-Functional & Internal Leadership - Partner closely with Product, Engineering, and Marketing to influence the enterprise product roadmap; represent the voice of enterprise customers in internal strategic planning.
• Process Excellence - Design and refine enterprise-specific processes, escalation frameworks, and best practices to scale customer success across the enterprise segment; mentor junior CSMs where relevant.
• Who You Are 5–7 years of experience in Customer Success, Account Management, or Strategic Partnerships, with a track record managing enterprise-tier accounts, preferably in SaaS, D2C, eCommerce, or Payments.
• Hands-on experience with checkout platforms, payment gateways, eCommerce technologies, conversion optimisation, or customer journey analytics is a strong plus.
• Proven track record of managing large, complex enterprise accounts with clear, quantifiable outcomes on retention, expansion, and revenue growth.
• Strong executive presence with the ability to influence and advise CXOs, founders, and senior leadership.
• Strong analytical mindset with the ability to derive insights and drive strategic decisions.
• Excellent communication, stakeholder management, and problem-solving skills.
• Comfortable operating in a fast-paced, high-ownership environment.
• Why GoKwik At GoKwik, you work at the intersection of product, growth, and customer strategy.
• KwikCheckout is one of GoKwik's flagship products, helping leading D2C brands maximize conversions through a seamless checkout experience, intelligent payments, and optimized purchase journeys.
• You get high ownership, direct exposure to senior stakeholders, and the chance to build long-term customer partnerships in a collaborative, performance-driven environment with strong career growth potential.