Customer Success Manager

About GoKwik

GoKwik is a growth operating system designed to power D2C and eCommerce brands—from checkout optimisation and RTO reduction to payments, retention, and post-purchase engagement. Today, GoKwik enables 12,000+ merchants globally, processes ~$2B in GMV, and continues to strengthen its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments, and supported by a $13M growth round in June 2025 (total funding: $68M), GoKwik is scaling rapidly across India, the UK, Europe, and the US.

Why This Role Matters

As GoKwik scales its Return Management System (RMS) within the Shopify ecosystem, strong customer success ownership is critical to long-term growth and retention. This role ensures merchants achieve tangible value through smooth onboarding, strong product adoption, and optimized post-purchase workflows. The Customer Success Manager directly impacts customer satisfaction, renewals, and expansion.

What You’ll Own

Customer Success & Relationship Management

• Own the end-to-end customer lifecycle, including onboarding, adoption, retention, renewal, and expansion.
• Build and manage strong, long-term relationships with Shopify merchants and key stakeholders.
• Act as the primary point of contact for assigned accounts.
• Conduct regular check-ins, QBRs, and success reviews aligned with merchant goals.

Product Adoption & Enablement

• Guide merchants on best practices to implement and optimize GoKwik’s Return Management System.
• Educate customers on RMS features, Shopify integrations, and post-purchase workflows.
• Identify adoption gaps and recommend solutions to drive value realization.
• Define onboarding plans, success milestones, and measurable value metrics.

Shopify Ecosystem Expertise

• Support integrations with Shopify apps, themes, checkout, and third-party tools.
• Understand Shopify APIs, webhooks, and common merchant tech stacks.
• Advise customers on Shopify-native and custom return and refund workflows.
• Collaborate with partners and app ecosystem providers as needed.

Return Management & Operations

• Help merchants optimize return policies, exchanges, refunds, and reverse logistics workflows.
• Analyze return data to identify trends, risks, and improvement opportunities.
• Recommend automation and configuration improvements to reduce return friction.

Issue Resolution & Customer Advocacy

• Proactively identify risks to customer satisfaction and mitigate churn.
• Work closely with Support, Product, and Engineering teams to resolve issues.
• Act as the voice of the customer by sharing structured feedback and feature requests.

Growth & Retention

• Identify upsell and cross-sell opportunities aligned with merchant goals.
• Support renewals and expansions by demonstrating ongoing ROI and impact.
• Track customer health metrics, engagement scores, and success indicators.

Who You Are

• 3-6 years of experience as a Customer Success Manager, Account Manager, or similar role.
• Strong understanding of the Shopify ecosystem, including apps, integrations, and merchant workflows.
• Hands-on experience with return management systems, post-purchase tools, or eCommerce operations.
• Experience working with SaaS products and subscription-based customers.
• Strong communication, presentation, and stakeholder management skills.
• Ability to translate technical concepts into clear business outcomes.

Why GoKwik

At GoKwik, customer success is a growth driver, not a support function. You will work closely with high-growth D2C brands and internal teams to shape post-purchase experiences at scale. This role offers ownership, visibility, and the opportunity to grow with a fast-scaling SaaS company.