Customer Success Manager

About GoKwik GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. With 15,000+ merchants globally and ~$2B in GMV processed, GoKwik is rapidly scaling across India, the UK, Europe, and the US with strong investor backing. Role Overview This role focuses on owning and improving checkout performance for merchants. As a Customer Success Manager (Checkout), you will drive conversion, optimise payment flows, and improve overall checkout experience through data-led strategies and experimentation. Key Responsibilities Merchant Ownership & Growth Own checkout performance for assigned merchants Drive adoption of checkout and payment solutions Build and manage strong stakeholder relationships Ensure long-term value and retention Conversion & Funnel Optimisation Analyse checkout funnels, drop-offs, and conversion rates Identify friction points and recommend improvements Improve payment success rates and user experience Experimentation & Optimisation Design and execute A/B tests Optimise checkout UI/UX and payment flows Continuously iterate based on performance data Data & Insights Track GMV, conversion rates, and checkout metrics Use tools like Excel, Metabase, etc. Convert insights into actionable growth strategies Cross-Functional Collaboration Work with Product, Engineering, and Customer Engineering teams Share merchant insights to drive product improvements Ensure smooth execution of integrations and features Performance Tracking Monitor checkout KPIs and benchmarks Drive consistent improvements in conversion and revenue Ensure accountability for merchant outcomes Strategic Influence Present data-backed recommendations to stakeholders Influence internal product roadmap Act as a trusted advisor on checkout optimisation Requirements Experience in B2B SaaS, FinTech, Payments, or eCommerce Strong understanding of checkout flows and conversion funnels Proven experience in driving product adoption and growth Strong analytical skills (Excel, Metabase, etc.) High ownership mindset and ability to work in fast-paced environments Excellent communication and stakeholder management skills Why GoKwik At GoKwik, you’ll work at the intersection of product, data, and growth—helping top D2C brands scale through intelligent engagement strategies. You’ll have ownership over outcomes, exposure to high-impact growth initiatives, and the opportunity to shape how brands leverage WhatsApp commerce at scale.