Manager, Retention and Growth

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.

Responsibilities

• 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.
• 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.
• Customer Satisfaction & Merchant Advocacy
• Measure and continuously i

Benefits

Additional Information

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.

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