About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, 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
Merchant success is at the heart of GoKwik's growth. This role ensures our largest merchants continue to derive value from the platform, grow their business, and expand their relationship with GoKwik. By combining strategic relationship management with operational excellence, you will directly influence retention, expansion revenue, and merchant satisfaction.
What You’ll Own
Merchant Growth & Relationship Management
- Own strategic relationships with enterprise merchants and serve as their trusted advisor
- Build long-term partnerships focused on business outcomes and growth
- Identify and drive expansion, upsell, and cross-sell opportunities across the merchant portfolio
- Ensure merchants achieve maximum value from GoKwik’s products and services
Team Leadership & Scale Building
- Mentor, coach, and develop a high-performing merchant success team
- Lead by example in a player-coach capacity with hands-on involvement when required
- Set high standards for merchant engagement, service quality, and growth outcomes
- Build scalable processes and frameworks for merchant success
Merchant-First Problem Solving
- Deep dive into merchant challenges and identify practical solutions
- Partner closely with Product, Growth, Engineering, and Operations teams to resolve merchant issues
- Act as the voice of the merchant and advocate for customer needs across the organisation
- Drive initiatives that improve merchant experience, retention, and business performance
Who You Are
- 8–12 years of experience in Customer Success, Account Management, Enterprise Sales, or related roles
- Experience working with enterprise clients within SaaS, FinTech, Payments, eCommerce, or technology ecosystems
- Proven track record of managing and growing strategic enterprise accounts
- Strong leadership skills with experience mentoring and developing teams
- High ownership mindset with a willingness to operate both strategically and hands-on
- Strong commercial acumen with understanding of revenue growth, retention, and business impact
- Excellent stakeholder management, communication, and relationship-building skills
- Comfortable navigating ambiguity and solving complex business challenges in fast-paced environments
Why GoKwik
At GoKwik, you'll work with some of India's leading D2C brands while helping shape the future of commerce growth. You'll be part of a high-performance, outcome-driven culture with strong ownership, minimal bureaucracy, and the opportunity to build meaningful impact at scale. This role offers leadership visibility, business influence, and the chance to help define the next phase of merchant success at GoKwik.
