Job Application for Analyst, Customer Success at Razorpay Software Private Limited

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Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

As a Customer Success Executive (CSE) for our accounts, you will play a pivotal role in driving the strategic success of our customers and ensuring they realize the full value of the product thereby ensuring retention.

To thrive in this role, you need a proactive, entrepreneurial, and resilient mindset, and you must be ready to challenge the status quo to drive superior outcomes. Your core objectives are centered around adeptly building merchant relationships, objection/escalation handling, account growth, and inherently bringing more business to the company.

Key responsibilities:

End to End account management of key accounts; championing relationships, negotiations and objection handling
Develop and implement customer success strategies to enhance customer satisfaction and loyalty, autonomously.
Planning the execution rhythm wrt to planning/upskilling and setting up the team for success
Be accountable for the end to end business metrics for customer success team; growth, retention and advocacy
Be the trusted advisor and primary post-sale point of contact for a portfolio of large accounts and engage proactively with them on a regular basis
Drive and facilitate customer advocacy, such as case studies, testimonials, and referrals.
Work very closely with internal stakeholders; sales, ops and product to ensure seamless execution and provide inputs to the product’s strategic initiatives and drive these with the team

Requirements:

3+ years of work experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role, preferably in a B2B SAAS environment
The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes independently.
An entrepreneurial mindset - this is a new team where you will be required to both deviate from established modus operandi and often build entirely new process or practices to ensure optimal output
Strong interpersonal and communication skills; clubbed with a “go-getter” attitude
Ability to interpret Industry specific trends across different verticals or lines of business.
Passion for solving challenges and commitment to customer delight.
Good grasp of working with data, being able to use BI tools, create RCAs if required, etc.

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.

Analyst, Customer Success

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