Associate Customer Success Manager

Role overview

Associate Customer Success Manager at GoKwik

Employment details

• Location: Gurugram [India]

About the employer

• GoKwik is a growth operating system for D2C and eCommerce brands, powering merchants across checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement.
• Today, GoKwik enables 15,000+ merchants globally, processes ~$2 billion in GMV, and is rapidly scaling across India and international markets.
• Why This Role Matters This is not traditional account management—it is growth ownership.
• As an Associate Customer Success Manager, you will directly influence how leading D2C brands maximise checkout performance, improve conversion rates, and drive revenue growth.
• Every recommendation, insight, and initiative you drive contributes to measurable business impact across merchant growth, customer experience, and retention.
• What You'll Own Support day-to-day merchant relationships, helping drive product adoption, engagement, and value realisation from KwikCheckout.
• Analyse checkout funnels, conversion rates, payment success metrics, and GMV to identify growth opportunities.
• Design and execute experiments (A/B testing) to optimise checkout performance and unlock conversion improvements.
• Coordinate with Product, Engineering, and Customer Engineering teams to relay merchant feedback and support product enhancement discussions.
• Track merchant performance against key checkout, conversion, and business KPIs, and flag deviations or opportunities.
• Generate actionable recommendations through structured data analysis and business insights.
• Build strong stakeholder relationships and create long-term merchant champions across organisations.
• Who You Are 1–3 years of experience in B2B SaaS, Payments, FinTech, eCommerce, or D2C ecosystems Proven ability to drive product adoption and influence stakeholders in customer-facing roles.
• Strong analytical skills with hands-on experience in Excel, Metabase, and business performance metrics.
• Understanding of eCommerce funnels, checkout optimisation, conversion metrics, or payment ecosystems is a strong advantage.
• Ability to structure problems, derive insights, and execute with speed.
• Eagerness to grow in a fast-paced, high-ownership environment.
• Strong communication, relationship-building, and stakeholder management skills.
• Why GoKwik At GoKwik, you'll work closely with some of the fastest-growing D2C brands and directly influence how they optimise their checkout experience and drive business growth.
• This role offers strong ownership, cross-functional exposure, and the opportunity to combine analytics, experimentation, and customer success to deliver measurable outcomes at scale.