Job Description
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 Lea...