Senior Manager - Customer Success Operations

Senior Manager, Customer Success Partner

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 seamless checkouts to payroll automation, across India, Singapore, and Malaysia, we’ve been engineering a fintech ecosystem that’s redefining how money moves across Asia — and we’re just getting started.

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.

About the Role
We are looking for a highly driven and execution-focused Senior Manager to drive operational strategy and cross-functional programs across Customer Success. The ideal candidate will have prior exposure to Payment Operations and a strong inclination toward getting into the details, chasing core issues to closure, and designing processes that scale.

Key Responsibilities

• Strategic Planning: Partner with leadership to define priorities, contribute to annual operating plans, and lead the creation of business plans and OKRs.
• Ownership: Own and execute end-to-end delivery of high-impact,cross-functional programs with a strong focus on issue resolution and timely delivery.
• Process Improvement: Design and implement scalable, efficient operational processes and SOPs. Identify and drive opportunities for automation, compliance alignment, and service improvement.
• Problem Solving: Dive deep into operational problems, analyze root causes, and lead initiatives to address gaps and ensure timely closures.
• Cross-Functional Collaboration: Work closely with Product, Tech, and Business teams to streamline workflows and enhance both merchant and internal experiences.
• Performance Tracking: Track performance using data, dashboards, and relevant success metrics to inform decisions and report on progress.
• Operational Management: Manage daily/weekly operational health reviews, handle escalations, and report findings to senior management for corrective action.
• Executive Communication: Prepare executive-level updates, facilitate leadership meetings, and effectively communicate program status and outcomes.

Mandatory Qualification

• 6 years of experience, including 3+ years in project management, strategy, or business operations.
• MBA or advanced degree preferred.
• Hands-on Experience: Proven ability in running operations and resolving issues quickly and effectively.
• Problem-Solving Skills: Strong logical and analytical thinking with an ability to break down complex problems.
• Execution Mindset: A bias for action and the ability to close loops fast, even in ambiguous situations.
• Process Orientation: A process-oriented mindset with the ability to create order from chaos.
• Analytical Acumen: Highly proficient in data analysis and comfortable with mathematical concepts.
• Collaboration: Excellent communication and interpersonal skills, comfortable working in a fast-paced, cross-functional environment.
• Strategic Aptitude: A strong strategic mindset paired with exceptional organizational skills and execution rigor.

Nice to Have

• Exposure to regulatory ops in FinTech or payments domain.
• Experience with tools like Excel, SQL, Freshdesk, JIRA, or workflow automation tools.
• Understanding of merchant onboarding, transaction monitoring, compliance workflows, etc.
• Working knowledge of analytics and dashboarding

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