Senior Associate - Customer Success and Technical Product Management

Senior Associate, New Initiatives

Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.

Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.

From building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech

Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia.

Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme - and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) - along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen - you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle - if you’re curious, you’ll feel at home here. People > Pedigree - we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors,  you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.

Overview: 

As an Senior Associate, NIT, you will play a pivotal role as the dedicated primary point of contact for all technical and product-related activities post Go-live for our Super Enterprise Merchants. Your responsibility will extend to building and nurturing strong relationships with customer technical contacts, addressing challenges, and transforming them into advocates for our products. 

The role: 

Customer Engagement: 

Establish and maintain robust relationships with Super Enterprise Merchants, serving as the go-to person for all technical and product-level discussions after Go-live.
Proactively engage with customers to understand their queries, conduct hands-on troubleshooting, and ensure timely resolution of technical challenges. 

Revenue Generation:

Identify opportunities to drive revenue growth within existing merchant accounts through upselling and cross-selling Razorpay products.
Partner with Sales and Account Management teams to expand wallet share and improve overall account profitability.
Track key business metrics such as TPV, product adoption, and merchant growth, and take proactive actions to drive these metrics.

Advocacy and Business Alignment: 

Advocate and drive desired Merchant behavior, identifying opportunities where Razorpay products and technologies can optimally align with the merchant's monetary transaction needs.
Act as a subject matter expert, driving best practices with the merchant, documenting technical information, gathering feedback, and contributing to product enhancements. 

Collaboration: 

Collaborate closely with Sales, Product, and Engineering teams on a day-to-day basis, ensuring seamless communication and alignment of goals. 

Skills and Requirements: 

• Professional Experience: Previous experience in customer success and/or account management, with a focus on the technical aspects, in a SaaS environment. (Experience in Fintech is a Plus) 
• Communication and Presentation Skills: Excellent written and verbal communication skills, coupled with effective presentation abilities. 
• Project Management:Strong multitasking and project management skills, showcasing initiative, self-motivation, and teamwork. 
• Technical Proficiency:Experience with tools such as Jira, Zendesk, or similar, and a basic understanding of programming (a plus). 
• Customer Focus:Ability to discern evolving customer requirements and map them to platform features. ● Organizational Skills:Exceptional project management and organizational skills, especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines. 

Preferred Qualifications: 

• 3+ years of experience in technical product and SaaS disciplines in a customer-facing role.
• B.Tech/M.Tech degree in Computer Science/Information Science. Technical certifications are a plus.
  
  

Education: 

• UG: Any Graduate 
• PG: Any Postgraduate 

Join us in revolutionizing the digital payment landscape and play a crucial role in shaping the success of our Super Enterprise Merchants!

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
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Experience Level

Senior Level