Razorpay Software Private Limited is looking for a highly driven and execution-focused Senior Manager, Customer Success Partner 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.
What You'll Do
- Partner with leadership to define priorities, contribute to annual operating plans, and lead the creation of business plans and OKRs.
- Own and execute end-to-end delivery of high-impact, cross-functional programs with a strong focus on issue resolution and timely delivery.
- Design and implement scalable, efficient operational processes and SOPs.
- Identify and drive opportunities for automation, compliance alignment, and service improvement.
- Dive deep into operational problems, analyze root causes, and lead initiatives to address gaps and ensure timely closures.
- Work closely with Product, Tech, and Business teams to streamline workflows and enhance both merchant and internal experiences.
- Track performance using data, dashboards, and relevant success metrics to inform decisions and report on progress.
- Manage daily/weekly operational health reviews, handle escalations, and report findings to senior management for corrective action.
- Prepare executive-level updates, facilitate leadership meetings, and effectively communicate program status and outcomes.
What We're Looking For
- 6 years of overall experience, including 3+ years in project management, strategy, or business operations.
- Proven ability in running operations and resolving issues quickly and effectively.
- Strong logical and analytical thinking with an ability to break down complex problems.
- A bias for action and the ability to close loops fast, even in ambiguous situations.
- A process-oriented mindset with the ability to create order from chaos.
- Highly proficient in data analysis and comfortable with mathematical concepts.
- Excellent communication and interpersonal skills, comfortable working in a fast-paced, cross-functional environment.
- A strong strategic mindset paired with exceptional organizational skills and execution rigor.
Nice to Have
- MBA or advanced degree preferred.
- 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.
Team & Environment
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.” We are 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.
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.
