Senior Customer Success Manager

gokwik· Merchant Success
Apply Now ↗
📍 Gurugram, HR, IndiaFULL TIME💰 INR 1800K–2500K
Problem-solvingpartnership managementBusiness growthcustomer lifecyclecustomer Successnegotiation handlingTeam Management

About this role

About GoKwik

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.

Frequently Asked Questions

What is the salary for the Senior Customer Success Manager role at gokwik?
The listed salary for this Senior Customer Success Manager position at gokwik is INR 1800K–2500K. This is an FULL TIME role.
Where is the Senior Customer Success Manager position at gokwik located?
This Senior Customer Success Manager role at gokwik is based in Gurugram, HR, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Customer Success Manager role at gokwik full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Senior Customer Success Manager role in the Merchant Success department at gokwik.
Which team or department does the Senior Customer Success Manager at gokwik belong to?
This Senior Customer Success Manager position is part of the Merchant Success department at gokwik. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Customer Success Manager position at gokwik?
Click the "Apply Now" button on this page. You will be redirected to gokwik's official application portal hosted on keka where you can submit your application directly.
When was the Senior Customer Success Manager job at gokwik posted?
This Senior Customer Success Manager position at gokwik was posted on Sep 2, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Customer Success Manager
gokwik · 💰 INR 1800K–2500K
Apply for this role ↗

You'll be redirected to gokwik's official application page on keka.