Razorpay

Manager, Retention and Growth

Razorpay is a fintech powerhouse processing $180+ billion in annualized transactions for leading businesses like Airbnb, Zomato, and Swiggy. We are looking for a Manager of Retention and Growth to own a portfolio of Premium Merchants. In this commercially accountable role, you will lead customer success, manage CXO relationships, drive NPS, and proactively monitor portfolio health. We hire for attitude and hunger, offering a culture of deep ownership, transparency, and continuous learning.

Kolkata

Job description

Posted on:

June 15, 2026

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 from the assigned portfolio.
Ensure 100% portfolio coverage through quarterly virtual syncs.
Establish and nurture CXO-level Executive Sponsor relationships.
Maintain merchant churn below 5% per quarter through proactive health monitoring.

Escalation & Ticket Management

Own ticket resolution TAT and ensure 100% SLA adherence.
Proactively minimise CXO and social media escalations.
Drive first-time resolution discipline and reduce repeat complaint rates.
Conduct RCA on recurring issues to implement systemic fixes.

Customer Satisfaction & Portfolio Health

Measure and continuously improve NPS across the assigned portfolio.
Drive merchant advocacy through testimonials and case studies.
Monitor portfolio health using EWS and RAG status frameworks.
Translate account-level data into service action plans and lead mid-to-long-term account planning.

Product Adoption & Advisory

Advise merchants on best-fit solutions from Razorpay's product suite.
Channel merchant feedback to internal Product teams.

‍

Job requirements

Qualifications & Experience

BBA / MBA / PGDM from a reputed institution, or Bachelor's degree with strong relevant experience.
5–9 years of total work experience, with at least 3 years in a client-facing role within Fintech, Payments, Banking Tech, or B2B SaaS.
Track record of managing premium enterprise clients with measurable retention outcomes.
Experience driving NPS and customer satisfaction in a metrics-driven environment.
Experience leading or mentoring Account Managers or Customer Success professionals is strongly preferred.

Technical & Behavioural Skills

Understanding of digital payments, payment aggregators, and the Indian fintech ecosystem.
Proficiency in CRM tools, data analytics, and reporting dashboards.
Ownership mindset with high EQ and active listening skills.
Structured thinker with a bias for data and outcomes over activity.
Strong executive communication and presentation skills.

‍

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Job Post V2

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Manager, Retention and Growth

Serve as the single point of accountability for Razorpay's Premium Merchants in this high-visibility customer success role. You'll drive retention, NPS, and product adoption while operating at the intersection of relationship management and operational excellence.

Posted on:

June 15, 2026

Job description

Responsibilities

Merchant Engagement & Relationship Management

Conduct a minimum of 10 face-to-face meetings per month from the assigned portfolio.
Ensure 100% portfolio coverage through quarterly virtual syncs.
Establish and nurture CXO-level Executive Sponsor relationships.
Maintain merchant churn below 5% per quarter through proactive health monitoring.

Escalation & Ticket Management

Own ticket resolution TAT and ensure 100% SLA adherence.
Proactively minimise CXO and social media escalations.
Drive first-time resolution discipline and reduce repeat complaint rates.
Conduct RCA on recurring issues to implement systemic fixes.

Customer Satisfaction & Portfolio Health

Measure and continuously improve NPS across the assigned portfolio.
Drive merchant advocacy through testimonials and case studies.
Monitor portfolio health using EWS and RAG status frameworks.
Translate account-level data into service action plans and lead mid-to-long-term account planning.

Product Adoption & Advisory

Advise merchants on best-fit solutions from Razorpay's product suite.
Channel merchant feedback to internal Product teams.

‍

Job requirements

Qualifications & Experience

BBA / MBA / PGDM from a reputed institution, or Bachelor's degree with strong relevant experience.
5–9 years of total work experience, with at least 3 years in a client-facing role within Fintech, Payments, Banking Tech, or B2B SaaS.
Track record of managing premium enterprise clients with measurable retention outcomes.
Experience driving NPS and customer satisfaction in a metrics-driven environment.
Experience leading or mentoring Account Managers or Customer Success professionals is strongly preferred.

Technical & Behavioural Skills

Understanding of digital payments, payment aggregators, and the Indian fintech ecosystem.
Proficiency in CRM tools, data analytics, and reporting dashboards.
Ownership mindset with high EQ and active listening skills.
Structured thinker with a bias for data and outcomes over activity.
Strong executive communication and presentation skills.

‍

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Job Post V3

Posted on:

June 15, 2026

Razorpay

is hiring a

Manager, Retention and Growth

Job description

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

Job responsibilities

Merchant Engagement & Relationship Management

Conduct a minimum of 10 face-to-face meetings per month from the assigned portfolio.
Ensure 100% portfolio coverage through quarterly virtual syncs.
Establish and nurture CXO-level Executive Sponsor relationships.
Maintain merchant churn below 5% per quarter through proactive health monitoring.

Escalation & Ticket Management

Own ticket resolution TAT and ensure 100% SLA adherence.
Proactively minimise CXO and social media escalations.
Drive first-time resolution discipline and reduce repeat complaint rates.
Conduct RCA on recurring issues to implement systemic fixes.

Customer Satisfaction & Portfolio Health

Measure and continuously improve NPS across the assigned portfolio.
Drive merchant advocacy through testimonials and case studies.
Monitor portfolio health using EWS and RAG status frameworks.
Translate account-level data into service action plans and lead mid-to-long-term account planning.

Product Adoption & Advisory

Advise merchants on best-fit solutions from Razorpay's product suite.
Channel merchant feedback to internal Product teams.

‍

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

Job requirements

Qualifications & Experience

BBA / MBA / PGDM from a reputed institution, or Bachelor's degree with strong relevant experience.
5–9 years of total work experience, with at least 3 years in a client-facing role within Fintech, Payments, Banking Tech, or B2B SaaS.
Track record of managing premium enterprise clients with measurable retention outcomes.
Experience driving NPS and customer satisfaction in a metrics-driven environment.
Experience leading or mentoring Account Managers or Customer Success professionals is strongly preferred.

Technical & Behavioural Skills

Understanding of digital payments, payment aggregators, and the Indian fintech ecosystem.
Proficiency in CRM tools, data analytics, and reporting dashboards.
Ownership mindset with high EQ and active listening skills.
Structured thinker with a bias for data and outcomes over activity.
Strong executive communication and presentation skills.

‍

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