Customer Success Manager – SMB

Role Overview

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.

What You Will Do

Act as the primary point of contact for assigned SMB accounts, managing the relationship from onboarding through scale-up, and help merchants leverage the right GoKwik capabilities.

Why It Might Be a Fit

The role requires a strong 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.

Requirements

• 2–4 years of experience in Customer Success, Account Management, Client Servicing, Operations, or a similar customer-facing role
• Experience managing a portfolio of SMB or mid-market customers, preferably in SaaS, D2C, eCommerce, logistics, payments, or a high-growth startup
• Strong understanding of customer lifecycle, account management, and retention
• Ability to independently manage customer escalations and drive issues to closure by coordinating across multiple teams
• Strong problem-solving and analytical skills, with the ability to identify patterns from customer and operational data
• Excellent communication and stakeholder management skills, with the ability to remain clear and composed during escalations
• Strong ownership mindset and ability to work in a fast-paced, high-accountability environment
• Experience with shipping, logistics, COD, NDR, RTO, or eCommerce operations is a strong plus