Jay Rajani
@jayrajani
I lead enterprise customer success and product operations teams driving retention, growth, and post-go-live excellence.
IndiaWhat I'm looking for
At Cashfree Payments, I lead a 17-member Customer Success and Product Operations team serving Enterprise and Banking Referral merchants contributing roughly 75% of company GMV.
I build proactive post-go-live operations across merchant success, enterprise care, payouts, settlements, refunds, and reversals. I introduced C-suite payment-performance newsletters, transaction and settlement alerts, AI-informed ticket criticality tagging, and L1 analysis automation.
My teams improved Enterprise NPS to 61 versus 50 for the overall organization and CSAT to 81% versus 71%. I also improved RM resolution turnaround by about 35%, established KPI-driven reviews, and partner closely with Product, Engineering, and Sales to resolve issues and expand product adoption.
Previously at Tracxn Technologies, I led 27 account managers, increased retention from 82% to over 90%, generated additional 2 Cr MRR through VAS cross-sell, and reduced onboarding time from 14 days to 5 days. I’ve also grown FlowWise from 300 Cr to 3400 Cr monthly GMV and managed strategic client growth in industrial sales.
Experience
Work history, roles, and key accomplishments
Associate Director – CS & Prod Ops
Cashfree Payments
Nov 2022 - Present (3 years 11 months)
Leading a 17-member Customer Success and Product Operations team, managing enterprise and banking referral merchants contributing ~75% of company's GMV. Improved NPS to 61 and CSAT to 81% through proactive alerting and automation.
AVP - Account Management & BSO
Tracxn Technologies
Dec 2020 - Oct 2022 (1 year 10 months)
Increased customer retention from 82% to 90%+ and led a team of 27 account managers achieving 72% NPS. Streamlined processes to reduce response TAT from 4 hours to 2 hours and improved onboarding efficiency from 14 days to 5 days.
Associate Account Manager
Hindustan Zinc Limited
May 2019 - Dec 2020 (1 year 7 months)
Managed and grew relationships with existing clients, ensuring satisfaction and repeat business. Negotiated pricing and concluded strategic long-term sales contracts, increasing revenue by 12%.
Assistant Manager - Technical Services
Tata Chemicals Limited
Aug 2015 - May 2017 (1 year 9 months)
Pre-MBA technical role focused on plant operations and business excellence.
Education
Degrees, certifications, and relevant coursework
Institute of Management Technology, Ghaziabad
Post Graduate Diploma in Management, Marketing
2017 - 2019
Pursued a PGDM in Marketing from the Institute of Management Technology, Ghaziabad, from 2017 to 2019.
Gujarat Technological University
Bachelor of Engineering, Chemical Engineering
2011 - 2015
Earned a Bachelor of Engineering in Chemical Engineering from Gujarat Technological University, from 2011 to 2015.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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