Manager, Retention and Growth

Razorpay is one of Indias leading full-stack financial technology companies powering the way businesses move manage and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - weve since grown into a fintech powerhouse driving Indias digital payment revolution.

Razorpay powers millions of businesses with a smarter scalable stack that goes beyond transactions to help them truly build and grow.

From building AI-native agentic payments to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation smart payouts and predictive financial insights we are embedding intelligence across our stack to make money movement faster safer and more close collaboration with ecosystem partners - including banks networks regulators - we are pioneering industry-first solutions that are shaping the next era of fintech

Across India Singapore and Malaysia our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem thats redefining how money moves across Asia.

Today that ecosystem supports everyone from early-stage startups to some of Indias largest enterprises enabling them to accept process and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180 billion in annualized transactions powering leading businesses like Airbnb Facebook WhatsApp Airtel CRED BookmyShow Zomato Swiggy Lenskart Mirae Asset Capital markets Indian Oil National Pension Scheme - and over 100 of Indias unicorns. With strong roots in India and growing operations in Southeast Asia we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC Peak XV Partners (formerly Sequoia Capital India & SEA) Tiger Global Ribbit Capital Matrix Partners MasterCard and Salesforce Ventures having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments) Curlec (Malaysia expansion) BillMe (digital invoicing) and POP (rewards-first UPI) - along with earlier moves in fraud prevention payroll and lending have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay ownership is our oxygen - you own what you build with no micromanagement or red tape just the runway to make your ideas fly. Learning is a lifestyle - if youre curious youll feel at home here. People > Pedigree - we hire for attitude hustle and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say thank you. Guided by our values of Customer First Autonomy & Ownership Agility with Integrity Transparency Challenging the status quo and a strong belief that Razorpay grows with Razors youll be part of a 3000 strong team building not just products but the financial infrastructure of the future.

ABOUT THE ROLE
The Manager Customer Success Partner owns a portfolio of Premium Merchants and serves as the single point ofaccountability for their success on the Razorpay platform. This is a high-visibility commercially accountable role at theintersection of relationship management and operational excellence requiring deep expertise in the customer successdomain and a proactive service-led approach to merchant engagement with a focus on retention and driving NPS.

KEY RESPONSIBILITIES

1. Merchant Engagement & Relationship Management
Conduct a minimum of 10 face-to-face meetings per month per Account Manager from the assigned portfolio withstructured Minutes of Meeting (MOM).
Ensure 100% portfolio coverage through quarterly E-Connects (virtual syncs with structured MOM) so every assignedmerchant is engaged at least once per quarter.
Establish and nurture CXO-level Executive Sponsor relationships a minimum of 1 CXO meeting per Account Manager per quarter.
Drive Leadership-level syncs with Premium Merchant accounts (1 per Account Manager per quarter) to strengthenstrategic relationships and uncover expansion opportunities.
Maintain merchant churn below 5% per quarter within the assigned portfolio through proactive health monitoring and early intervention.

2. Escalation & Ticket Management
Own ticket resolution TAT ensure 100% SLA adherence across P0 / P1 / P2 tickets for the assigned portfolio.
Proactively minimise CXO and social media escalations; maintain a target of 2 CXO escalations and 2 social mediacomplaints per Account Manager per month.
Drive first-time resolution discipline; reduce repeat complaint rate to 5% of total issues raised.
Conduct RCA on recurring issues and implement durable systemic fixes in collaboration with Product Tech and Operations.

3. Customer Satisfaction & Merchant Advocacy
Measure and continuously improve NPS across the assigned portfolio target NPS 50 by H1.
Drive merchant advocacy through testimonials and case studies 3 written or video testimonials per AccountManager per quarter.
Engage merchants in product feedback loops and QBRs to deepen platform adoption and satisfaction.

4. Portfolio Health Data & Service Planning
Monitor portfolio health using EWS (Early Warning Signals) and RAG status frameworks; take proactive action beforeissues escalate into churn.
Translate account-level data and analytics into service action plans; submit monthly portfolio health reports covering100% of assigned merchants.
Lead mid-to-long-term account planning aligned to merchant objectives ensuring structured reviews andcontinuous optimisation of service strategy.
Identify and flag expansion or deepening opportunities to relevant internal stakeholders for follow-up.

5. Product Adoption & Merchant Advisory
Develop deep expertise across Razorpay's product suite; advise merchants on best-fit solutions aligned to theirbusiness needs and growth stage.
Drive product adoption and usage depth within the portfolio; track adoption metrics and address gaps throughstructured engagement.
Channel merchant feedback to internal Product teams; participate in a minimum of 1 product feedback loop perAccount Manager per quarter.
Conduct regular Business Reviews (QBRs) to present value delivered and align on forward-looking success plans.

6. Internal Team Cohesive Working
Own service management for the portfolio merchant and liaise with internal stakeholders to ensure seamlessdelivery.
Maintain structured reports and document all Merchant Development Plans at all times.
Foster a high-performance service-excellence culture within the team.
Collaborate cross-functionally with Product Tech Finance and Operations to deliver a seamless merchantexperience.

CORE COMPETENCIES

C1RelationshipManagement &Executive Engagement

Ability to build and sustain trust-based relationships at working and C-suitelevels; stakeholder mapping consultative communication and proactiveengagement planning to drive merchant loyalty and reduce churn.

C2 Customer Success & NPSOwnership

Service-first mindset with accountability for NPS CSAT and retention outcomes;skilled at identifying merchant sentiment resolving dissatisfaction early andconverting passive accounts into advocates.

C3 Portfolio Intelligence & EWS Management

Proficiency in monitoring account health using data signals RAG status andEarly Warning Systems (EWS); ability to convert insights into prioritised serviceinterventions before issues escalate.

C4Process Excellence &Cross-functionalExecution

Root-cause problem solving escalation management SLA ownership and cross-functional coordination with Product Tech and Operations to ensure sustainedservice quality and merchant success.

C5 Self-Development

Proactive commitment to personal and professional growth; stays current with Fintech trends customer success best practices and platform developments. Seeks feedback actively applies learning on the job pursues relevant certifications or training and continuously raises the bar on service knowledge and leadership capability.

Educational Qualification

BBA / MBA / PGDM from a reputed institution (preferred) or Bachelors degree with strong relevant experience in Fintech / Payments / B2B SaaS.

Experience
59 years of total work experience with a minimum of 3 years in a client-facing role within Fintech PaymentsBanking Technology or B2B SaaS.
Demonstrated track record of managing premium or enterprise merchant / client portfolios on the service front withmeasurable retention outcomes.
Prior experience in driving NPS and customer satisfaction initiatives in a structured metrics-driven environment.
Prior experience in leading or mentoring a team of Account Managers or Customer Success professionals is strongly preferred.

Technical & Domain Knowledge
Understanding of payment aggregators merchant acquiring and the broader digital payments ecosystem in India.
Proficiency in CRM tools data analytics and reporting dashboards.
Ability to read account-level data identify EWS and RAG status of the portfolio and convert insights into service action plans.

Behavioural Attributes
Ownership mindset treats every merchant relationship as a personal business unit.
High EQ active listening and an ability to navigate complex organisational dynamics at the merchant side.
Structured thinker with a bias for data and outcomes over activity.
Comfortable operating with ambiguity and building processes in a high-growth environment.
Strong executive communication skills written verbal and presentation.

Location: Mumbai

If you are a customer-first service-led professional who believes that customer success is the ultimate product we want to hear from you.