Customer Success Manager

About the job

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 Managers would be closely working with our Customer Engineering, Technology & Product Team. 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.

Requirements

• Strong communication skills in English and Hindi
• Comfortable speaking with brands and merchants
• Basic technical understanding of Shopify, Java, APIs
• Prior experience in customer success, support, or Shopify integrations

Preferred Technologies

• Strong communication skills in English and Hindi
• Comfortable speaking with brands and merchants
• Basic technical understanding of Shopify, Java, APIs
• Prior experience in customer success, support, or Shopify integrations

About the company

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.