About GoKwik

GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.

Why This Role Matters

As a Customer Success Manager – SMB, you will own relationships with a portfolio of small and mid-sized D2C merchants and help them get the most out of GoKwik’s solutions. You will work closely with merchants, support teams, operations, and courier partners to ensure smooth onboarding, resolve operational challenges, improve shipping performance, and drive long-term retention.

The role requires a solid combination of account management, problem-solving, operational understanding, and customer relationship skills, with a focus on proactively identifying risks and turning merchant insights into better business outcomes.

What You’ll Own





• Account Management: Act as the primary point of contact for assigned SMB accounts, managing the relationship from onboarding through scale-up.
• Merchant Success: Understand each merchant’s business model, order mix, shipping requirements, and delivery goals, and help them leverage the right GoKwik capabilities.
• Support & Operations: Work closely with Support, Operations, and courier partners to ensure issues are resolved within agreed SLAs and merchants receive a seamless experience.
• Issue Resolution: Own complex or high-impact issues end-to-end, including stuck shipments, pickup failures, weight disputes, COD remittance delays, NDR, and RTO spikes.
• Payments: Partner with internal teams and merchants to ensure timely resolution of payment and COD-related issues.
• Customer Retention: Identify early indicators of account risk, including declining volumes, repeated escalations, or risin

📌 Customer Success Manager (Gurugram)
🏢 GoKwik
📍 Gurugram