Gokwik·13 days ago
13 days ago
Associate Director - Customer Success
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About this role
About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands. We power checkout optimisation, reduce RTO, and drive higher conversion and GMV through AI-led solutions. Backed by leading global investors, GoKwik is building the backbone of payments, checkout, and conversion for modern commerce.
Why This Role Matters
As Associate Director – Customer Success, you will own outcomes for our enterprise merchants. You will build trusted relationships, drive growth, and scale a high-performance Customer Success function. This is a player–coach role with direct impact on merchant retention, expansion, and long-term value.
What You’ll Own
Merchant Growth & Relationship Management
- Own strategic relationships with top enterprise merchants.
- Act as the primary escalation and decision partner for merchants.
- Drive expansion through upsell and cross-sell opportunities.
- Build long-term, value-led partnerships beyond transactional engagement.
Team Leadership & Scale
- Hire, mentor, and scale a high-performing Merchant Success team.
- Lead from the front in a hands-on, player–coach capacity.
- Set benchmarks for merchant engagement, support quality, and growth outcomes.
Merchant-First Problem Solving
- Deep dive into merchant challenges across product, tech, and operations.
- Work closely with Product, Growth, and Engineering teams to deliver solutions.
- Represent the merchant voice in internal forums and decision-making.
Who You Are
- 8–12 years of experience in Customer Success, Account Management, or Enterprise Sales.
- Background in SaaS, Fintech, Payments, or eCommerce enablement preferred.
- Proven experience managing enterprise merchants and driving retention and growth.
- Strong player–coach mindset with comfort in execution and leadership.
- High ownership, empathy, and follow-through.
- Strong commercial acumen with an understanding of revenue and P&L.
- Comfortable working in ambiguity and fast-paced startup environments.
Why GoKwik
GoKwik offers the opportunity to build at scale in a high-impact, fast-growing eCommerce and fintech ecosystem. You will work with a high-density talent team that is solving real, large-scale problems across checkout, payments, and conversion for thousands of merchants. The culture is outcome-driven with minimal hierarchy, giving you ownership, speed, and visibility into your impact. Backed by top-tier global investors, GoKwik combines startup agility with long-term ambition, making it an ideal environment for professionals who want to build, lead, and grow with the business.
Company
Gokwik
Delhi NCR, India
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