Razorpay

5 days ago

Manager, Retention and Growth

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Own a portfolio of premium merchants as the single point of accountability for success on Razorpay, combining relationship management and operational excellence. Drive retention and NPS through CXO-level executive engagement, structured cadence of meetings, and proactive health monitoring. Manage escalations and ticket resolution with SLA discipline, translate data into service action plans, and drive product adoption through QBRs and product feedback loops.

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Marketing & Growth

Seniority: Manager level

Key Responsibilities

•Run structured merchant engagement including in-person meetings, quarterly e-connects, and CXO-level executive sponsor relationships to drive retention and expansion.
•Own escalation and ticket management by ensuring SLA adherence for P0/P1/P2 tickets, minimizing CXO/social escalations, and improving first-time resolution with RCA.
•Continuously improve NPS and merchant advocacy through testimonials, case studies, and product feedback loops/QBRs.
•Monitor portfolio health using Early Warning Signals (EWS) and RAG frameworks, translate analytics into service action plans, and submit monthly portfolio health reports.
•Drive product adoption by advising merchants on best-fit solutions, tracking usage metrics, and coordinating feedback to internal product teams.

Key Requirements

•5–9 years of total work experience with at least 3 years in a client-facing role in fintech, payments, banking technology, or B2B SaaS.
•Demonstrated track record managing premium/enterprise merchant or client portfolios with measurable retention outcomes.
•Experience driving NPS and customer satisfaction in a structured, metrics-driven environment.
•Understanding of payment aggregators, merchant acquiring, and the digital payments ecosystem in India.
•Proficiency with CRM tools, data analytics, and reporting dashboards; strong ability to use account-level data to plan interventions.

Experience:5-9 yearsFintechPaymentsBanking technologyB2B SaaS

Education:Master's

Skills:Stakeholder managementCommunicationProblem-solvingData-driven thinkingOwnership

Languages:English

Tech Stack:CRMData analyticsReporting dashboards

Company Brief

Razorpay

Provides payment processing, banking, lending, and financial infrastructure products for Indian businesses. Razorpay offers payment gateway services, payouts, banking-as-a-service, credit, and developer-focused APIs to help companies accept and manage online payments.

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Bengaluru, India

Founded: 2014

Website LinkedIn

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Razorpay

5 days ago

Manager, Retention and Growth

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Marketing & Growth

Seniority: Manager level

Key Responsibilities

•Run structured merchant engagement including in-person meetings, quarterly e-connects, and CXO-level executive sponsor relationships to drive retention and expansion.
•Own escalation and ticket management by ensuring SLA adherence for P0/P1/P2 tickets, minimizing CXO/social escalations, and improving first-time resolution with RCA.
•Continuously improve NPS and merchant advocacy through testimonials, case studies, and product feedback loops/QBRs.
•Monitor portfolio health using Early Warning Signals (EWS) and RAG frameworks, translate analytics into service action plans, and submit monthly portfolio health reports.
•Drive product adoption by advising merchants on best-fit solutions, tracking usage metrics, and coordinating feedback to internal product teams.

Key Requirements

•5–9 years of total work experience with at least 3 years in a client-facing role in fintech, payments, banking technology, or B2B SaaS.
•Demonstrated track record managing premium/enterprise merchant or client portfolios with measurable retention outcomes.
•Experience driving NPS and customer satisfaction in a structured, metrics-driven environment.
•Understanding of payment aggregators, merchant acquiring, and the digital payments ecosystem in India.
•Proficiency with CRM tools, data analytics, and reporting dashboards; strong ability to use account-level data to plan interventions.

Experience:5-9 yearsFintechPaymentsBanking technologyB2B SaaS

Education:Master's

Skills:Stakeholder managementCommunicationProblem-solvingData-driven thinkingOwnership

Languages:English

Tech Stack:CRMData analyticsReporting dashboards

Company Brief

Razorpay

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Bengaluru, India

Founded: 2014

Website LinkedIn