Maku Agarwal

I lead the SaaS & Neo-banking vertical and am responsible for managing and growing the India business across three LOBs - Razorpay X, Payroll, and Source to Pay (S2P). I am a key contributor to the company's zero-to-one journey, overseeing multiple departments, primarily driving new initiatives, revenue, business growth, and customer success.

Roles and Responsibilities:

Neo Banking - (https://razorpay.com/x/)

• Currently managing Annual TPV of INR 3 trillion across 500 Large Enterprises in India (95% of Org's volume). My responsibilities here include sales, renewals, retention, servicing, and growth (15-20% QOQ) in overall business.
• Handling Business banking book (CA) of INR 2000 Crores, spread across 3 banks. - Responsible for customer retention, renewals, revenue realization, NPS.
• Leading the Strategic Accounts Team, Key Accounts & Customer Success Team of over 20+ members (SAM/KAM/CS).
• Day-to-day, driving and managing teams across geography with a strong cadence of deal closure on a monthly and quarterly basis, ensuring over-achievement of quota, revenue, and retention goals.
• Building and scaling large enterprise accounts portfolio, building strong customer relationships at CXO levels, inspiring and motivating a sales team of diverse Account Executives.
• Managing AE's to help drive and close both strategic/complex deals as well as regular run rate smaller deals.
• Representing company at high-profile industry events and conferences to enhance brand visibility, generate leads, and position the company as a thought leader.
• Working closely with internal teams (product, Engineering, Tech support, Finops, Banking, and PSE) to ensure client satisfaction and gather product feedback for continuous improvement. Facilitating cross-functional communication to optimize sales strategies.

Payroll - (https://razorpay.com/payroll/)

• Responsible for leading Customer Success Team for the payroll business across India.
• My responsibilities include retention, NPS, revenue realization, customer satisfaction, renewals, and relationship management.

Source 2 Pay - (https://razorpay.com/x/source-to-pay/)

• Implementing a customer-first approach throughout organization and demonstrating the value of customer success from business perspective.
• Leading growth charter by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.
• Increasing renewal rates and reducing churn. - Expanding revenue in accounts through cross-sell and up-sell.
• Influencing future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• CRM - Coaching CS team to establish and maintain strong relationships with key clients, understanding their needs, and ensuring they receive exceptional service.

• As Cluster Head, am responsible for driving strategy, marketing, business and operations in order to grow RBL's partnership and market share with clients
• work with the Sales Leadership team to set strategic objectives and run the day-to-day business & operations for the Bank
• Currently managing large network of 22 Bank Branches with over 200 bank staff and GL size of over 2000 crores
• Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits
• Complete ownership of Profitability & loss Management
• Develop business plan and execute the growth strategy for the region
• Complied with Audits, regulatory, legal and ethical requirements to protect bank assets
• Cost-efficient customer acquisition and ensuring smooth management of high values/volumes of transaction
• Managing large key Accounts and various business/fintech partners for bank
• Responsible for AML, KYC & compliance parameters on all relationships onboarded
• Define, track and improve key metrics
• Collate and analyze key daily/weekly/monthly data on various performances and report key findings
• Generate new product ideas, enhancements to existing products and collate requests from both internal and external requestors.

• Heading a Titanium Branch with a total team size of 14 skilled members
• Being a new branch (opened only in April 2015), my prime responsibility included recruitment, training and managing the assigned productivity and goals of all the team members
• Overall responsible for Branch P&L, day to day operations, risk management and business acquisition across all the parameters
• Managing multiple lines of business which includes CASA acquisition, Trade & Forex, Insurance, Mutual Fund, and Assets products etc
• Achievement: Successfully managed to hire & train the team shortly after launching the branch
• Have overachieved the branch target on CASA Acquisition & Deepening (220% of YTD target in 11 months), Cross-Sell of Life Insurance products (Approx
• 200% of YTD targets), and cross-sell of Mutual Fund (Wealth Management) (No
• One position across PAN India in Titanium Category Branches), and most important KPI No One Branch for Titanium category - January, February & March.