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Razorpay is a leading full-stack fintech company powering digital payments and financial operations across Asia. As an Associate Customer Success Executive at Curlec (Razorpay's Malaysia-based subsidiary), you will be responsible for ensuring long-term success and satisfaction of merchant customers.
Key responsibilities include:
• Seamless Onboarding: Lead the onboarding process for new merchants, collaborating with cross-functional teams to deliver an exceptional first experience.
• Responsive Support: Address merchant queries promptly and effectively, meeting defined Service Level Agreements (SLAs) to maintain high satisfaction levels.
• Internal Advocacy: Act as the voice of merchants within the organization. Gather, analyze, and communicate quantified feedback to product and engineering teams to drive continuous improvement of the merchant experience.
• Tools & Collaboration: Leverage customer success platforms and work cross-functionally with sales, product, and support teams to identify upsell opportunities, resolve escalations, and optimize customer journeys.
• Relationship Management: Build and maintain strong relationships with key merchants, proactively identifying at-risk accounts and implementing retention strategies.
• Performance Tracking: Monitor and report on customer health metrics, churn rates, and satisfaction scores to inform strategic decisions.
You will be part of Razorpay's Southeast Asia expansion, working with a fintech platform that processes $180+ billion in annualized transactions and serves leading businesses including Airbnb, Zomato, Swiggy, and over 100 Indian unicorns. The role requires authorization to work in Malaysia without sponsorship.
