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.
Skills Required
- 5-9 years total work experience
- Minimum 3 years in a client-facing role within Fintech, Payments, Banking Technology, or B2B SaaS
- Demonstrated track record managing premium or enterprise merchant/client portfolios with measurable retention outcomes
- Prior experience driving NPS and customer satisfaction initiatives in a metrics-driven environment
- Prior experience leading or mentoring a team of Account Managers or Customer Success professionals
- Understanding of payment aggregators, merchant acquiring, and the digital payments ecosystem
- Proficiency in CRM tools, data analytics, and reporting dashboards
- Ability to read account-level data, identify EWS and RAG status, and convert insights into service action plans
- Strong executive communication, stakeholder management, and CXO engagement skills
- BBA / MBA / PGDM from reputed institution (preferred) or Bachelor's degree with relevant fintech/B2B SaaS experience
Razorpay Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Razorpay and has not been reviewed or approved by Razorpay.
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Inclusive Benefits Coverage — Health coverage extends to LGBTQIA+ and live‑in partners and has added gender‑affirmation and infertility care; feedback suggests this breadth is valued. Recent expansions also include siblings and adopted or third children, with co‑pays removed for immediate family.
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Parental & Family Support — Policies highlight generous maternity and paternity leave alongside bereavement and sabbatical options; feedback suggests these supports are meaningful for families. A Family Assurance policy provides financial protection and accelerates ESOP vesting in worst‑case events.
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Equity Value & Accessibility — Equity programs include broad‑based ESOP grants and a track record of buybacks creating real liquidity; feedback suggests this strengthens perceived total compensation. Company‑wide allocations signal accessibility beyond senior cohorts.
Razorpay Insights
What We Do
Power your finance, grow your business. Razorpay is India’s first full-stack financial solutions company. We are on a mission to enhance the payment experience of over 300 million end consumers. And in doing so, we aim to enable Indian businesses - big and small - accept payments digitally with minimal effort and maximum ease. Razorpay has grown from being a payment gateway provider to a solutions-driven organization boasting of an extensive products suite to accept and disburse payments as well as raise capital and park money. In a nutshell, we fit into every nook and corner where your business touches money. #OutgrowOrdinary We identify ourselves as disruptors in the digital payments space and our vision is to power the financial ecosystem for other disruptors. Like attracts like and Razorpay actively looks to partner with established companies and startups that have either broken the glass ceiling in their industry or are set to. The Razorpay Product Suite today comprises verticals, along with Payment Gateway, like Payment Links, Payment Pages, Subscriptions, Smart Collect, Route, Razorpay Capital, RazorpayX, Payroll and Thirdwatch. Razorpay was started in 2014 by two IIT Roorkee alumni, Harshil Mathur and Shashank Kumar. Just a short few years later, Razorpay has evolved into a 800-odd strong organization with some of the best talents in the country helping some of the best companies manage their money movement seamlessly. Certified cool We are a bunch of spirited, ambitious and fun folks. And no, we’re not saying this ourselves--leading institutions have recognized Razorpay for the high trust and high-performance culture that we maintain. Our strength lies in the people we are and we go to great lengths to nurture a family of coders, designers, sellers, marketers, analysts, writers, runners, photographers, gamers, tinkerers, and above all, people who are dreamers and doers at the same time. Be a part of our exciting journey.
