Manager, Retention and Growth

Razorpay is one of India’s 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 - we’ve since grown into a fintech powerhouse driving India’s 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 efficient. In 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 that’s redefining how money moves across Asia. Today, that ecosystem supports everyone from early-stage startups to some of India’s 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 India’s 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 you’re curious, you’ll 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, you’ll 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 of accountability for their success on the Razorpay platform. This is a high-visibility, commercially accountable role at the intersection of relationship management and operational excellence — requiring deep expertise in the customer success domain 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, with structured Minutes of Meeting (MOM). ● Ensure 100% portfolio coverage through quarterly E-Connects (virtual syncs with structured MOM) so every assigned merchant 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 strengthen strategic 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 media complaints 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 Account Manager 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 before issues escalate into churn. ● Translate account-level data and analytics into service action plans; submit monthly portfolio health reports covering 100% of assigned merchants. ● Lead mid-to-long-term account planning aligned to merchant objectives, ensuring structured reviews and continuous 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 their business needs and growth stage. ● Drive product adoption and usage depth within the portfolio; track adoption metrics and address gaps through structured engagement. ● Channel merchant feedback to internal Product teams; participate in a minimum of 1 product feedback loop per Account 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 seamless delivery. ● 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 merchant experience. CORE COMPETENCIES C1 Relationship Management & Executive Engagement Ability to build and sustain trust-based relationships at working and C-suite levels; stakeholder mapping, consultative communication, and proactive engagement planning to drive merchant loyalty and reduce churn. C2 Customer Success & NPS Ownership Service-first mindset with accountability for NPS, CSAT, and retention outcomes; skilled at identifying merchant sentiment, resolving dissatisfaction early, and converting passive accounts into advocates. C3 Portfolio Intelligence & EWS Management Proficiency in monitoring account health using data signals, RAG status, and Early Warning Systems (EWS); ability to convert insights into prioritised service interventions before issues escalate. C4 Process Excellence & Cross-functional Execution Root-cause problem solving, escalation management, SLA ownership, and cross- functional coordination with Product, Tech, and Operations to ensure sustained service 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 Bachelor's degree with strong relevant experience in Fintech / Payments / B2B SaaS. Experience ● 5–9 years of total work experience, with a minimum of 3 years in a client-facing role within Fintech, Payments, Banking Technology, or B2B SaaS. ● Demonstrated track record of managing premium or enterprise merchant / client portfolios on the service front with measurable 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: Kolkata If you are a customer-first, service-led professional who believes that customer success is the ultimate product, we want to hear from you. Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe. Follow us on LinkedIn & Twitter