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 over $2 billion in annual GMV, and continues to strengthen its AI-powered commerce infrastructure across India, the UK, Europe, and the US. Backed by RTP Global, Z47, Peak XV, and Think Investments, GoKwik is building the operating system for the future of commerce.
Why This Role Matters
At GoKwik, customer success goes beyond support—it's about helping merchants unlock measurable business outcomes. As a Customer Success Manager, you will partner closely with Shopify merchants to drive successful adoption of GoKwik's Return Management solution, optimize post-purchase experiences, and maximize long-term value. You'll serve as a trusted advisor, ensuring customers leverage the platform effectively while identifying opportunities for growth, retention, and continuous improvement.
What You'll Own
- Own the complete customer lifecycle, including onboarding, product adoption, retention, renewals, and account growth.
- Build trusted relationships with Shopify merchants and act as the primary point of contact for assigned accounts.
- Conduct regular business reviews, health checks, and success planning sessions to align product usage with merchant goals.
- Design structured onboarding plans, success milestones, and adoption strategies for new customers.
- Drive product adoption by identifying usage gaps and recommending best practices across return and refund workflows.
- Guide merchants on Shopify integrations, app ecosystem capabilities, and Return Management System configuration.
- Advise customers on optimizing return policies, exchanges, refunds, and reverse logistics operations.
- Analyze customer usage and return data to identify trends, operational bottlenecks, and improvement opportunities.
- Collaborate closely with Product, Engineering, and Support teams to resolve customer issues and influence product enhancements.
- Act as the voice of the customer by sharing product feedback and feature recommendations.
- Identify expansion opportunities through upselling and cross-selling aligned with customer business objectives.
- Monitor customer health metrics, engagement, and renewal readiness to proactively reduce churn.
- Leverage AI tools to improve operational efficiency, automate repetitive workflows, and continuously enhance customer success processes.
Who You Are
- 3-6 years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.
- Strong understanding of the Shopify ecosystem, including merchant workflows, apps, integrations, and third-party tools.
- Hands-on experience with Return Management Systems, post-purchase platforms, or eCommerce operations.
- Experience managing SaaS customers throughout onboarding, adoption, and renewal cycles.
- Excellent stakeholder management, communication, and presentation skills.
- Ability to simplify technical concepts into clear business outcomes for customers.
- Strong analytical and problem-solving skills with a customer-first mindset.
- Experience working cross-functionally with Product, Engineering, and Support teams.
- Ability to manage multiple customer accounts in a fast-paced environment.
- Comfortable leveraging AI tools to improve day-to-day operations and existing workflows.
Why GoKwik
At GoKwik, we're building the operating system that powers modern eCommerce. Every day, we help thousands of brands improve conversions, reduce return-to-origin (RTO), streamline post-purchase experiences, and drive sustainable growth through AI-powered commerce solutions. Joining GoKwik means working on products that directly impact millions of shoppers and thousands of merchants across the globe. You'll collaborate with ambitious, high-performing teams, take ownership from day one, and have the opportunity to solve complex business challenges at scale while accelerating your own career in a fast-paced, innovation-driven environment.
Required Skills
negotiation handling Ownership retention brand management Business growth Problem-solving stakeholder management
