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. 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.