Teams at Razorpay

Manage and nurture strategic B2B accounts, drive cross-sell and up-sell to meet portfolio quota, conduct business reviews, attend client meetings, resolve escalations, ensure SLA adherence, liaise internally, carry out satisfaction surveys, and maintain CRM records.

Own a portfolio of premium merchants to ensure retention, drive NPS and product adoption, manage escalations and SLAs, run executive engagements and QBRs, monitor portfolio health via EWS/RAG, and collaborate cross-functionally to deliver service excellence and expansion opportunities.

The role focuses on managing end-to-end CRM lifecycle communications for SME merchants, optimizing customer engagement through AI-led automation, and enhancing key performance metrics such as activation, retention, and churn rates.