Associate Director - Customer Success

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.