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Tier-1 brand, metro location, mid-level generalist customer-success role increases candidate competition.
Requires fintech/payments or B2B SaaS client-facing experience, reducing cross-industry transferability.
Explicit 5–9 year requirement, client-facing minimums, and merchant-specific SLAs raise shortlisting strictness.
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Own a portfolio of Premium Merchants with full accountability for their success and satisfaction on Razorpay's platform.
Maintain merchant churn below 5% per quarter through proactive engagement, strategic relationship management, and escalation handling.
Drive NPS improvement to ≥ 50, oversee ticket resolution SLAs, conduct business reviews, and identify expansion opportunities within the assigned portfolio.
5–9 years total work experience with at least 3 years in client-facing roles in Fintech, Payments, Banking Technology, or B2B SaaS.
Experience managing premium or enterprise merchant/client portfolios with measurable retention and NPS outcomes.
Bachelor's degree required; BBA/MBA/PGDM preferred, ideally with relevant Fintech, Payments, or B2B SaaS exposure.
Location: Mumbai; proficiency with CRM tools and data analytics required.
Experienced in high-touch client relationship management at senior (CXO) levels with strong stakeholder engagement skills.
Data-driven and structured thinker with ability to use portfolio health metrics (EWS, RAG) for proactive account management.
Skilled in cross-functional coordination with Product, Tech, Finance, and Operations to resolve issues and drive seamless merchant experience.