Associate - Customer Success Manager - SMB

Associate Customer Success Manager - SMB

Location: Bengaluru / Gurugram  (Hybrid) 

Reports To: Lead Customer Success Manager

Experience: 1-4 Years 

About GoKwik 

GoKwik is a growth operating system designed to power D2C and eCommerce brands from checkout optimization and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables over 12,000 merchants worldwide, processes around $2 billion in GMV, and is strengthening its AI-powered infrastructure. 

Backed by RTP Global, Z47, Peak XV, and Think Investments and bolstered by a $13 million growth round in June 2025 (total funding: $68 million) GoKwik is scaling aggressively across India, the UK, Europe, and the US.

Why This Role Matters

As a Customer Success Manager in the Merchant Success Team , you will be responsible to Interact & handle our Merchants/Accounts & leverage data to drive conversion improvements, provide key data-driven insights & indirectly improve GMV of Merchants, Further Customer Success Manager's would be closely working with our Customer Engineering, Technology & Product Team.

Looking for CSMs who are looking to drive a tonne of impact in early stage startups and are excited about seeing their insights translate into actions quickly!

What You’ll Own

• Act as the primary point of contact for merchants after onboarding.
• Handle queries related to Shopify dashboard, policies, technical changes, and overall platform navigation.
• Provide integration support, especially around 1 month after go-live.
• Liaise with product and tech teams to communicate merchant feedback and resolve issues.
• Assist merchants in understanding Shopify workflows, RP (Return Policies or related modules), APIs, and other tech processes.
• Build and nurture strong relationships with merchant partners.
• Stay up to date with policy changes and platform updates to proactively support merchants.

Who you are

• Strong communication skills in English and Hindi.
• Comfortable speaking with brands and merchants at all levels.
• Willingness to work beyond standard hours and support over weekends if needed.
• Basic technical understanding of Shopify, Java, APIs, and dashboard functionalities.
• Prior experience in customer success, support, or Shopify integrations is a plus.
• Based in or willing to relocate to Gurgaon (preferred for collaboration).

Why GoKwik? 

At GoKwik, we aren’t just building tools — we’re rewriting the playbook for eCommerce in India. We exist to solve some of the most complex challenges faced by digital-first brands: low conversion rates, high RTO, and poor post-purchase experience. Our checkout and conversion stack powers 500+ leading D2C brands and marketplaces — and we’re just getting started.