GoKwik - Senior Customer Success Manager

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.