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.

● Estab...