Siddharth Tyagi

Role and Responsibility:

• Led end-to-end merchant experience across presales, onboarding, support, and technical account management, with a strong focus on improving operational efficiency, customer satisfaction, and product adoption. Worked closely with product, engineering, analytics, and business teams to drive strategic initiatives and influence product roadmap.

Product-Led Initiatives

• Drove key product enhancements (dashboards, error messaging, reporting) in collaboration with product and engineering teams.
• Led the development of a new UAT environment to enhance developer experience, reducing integration TAT by 25%.
• Spearheaded end-to-end delivery of merchant-specific features (Payment Form, Custom Reporting, Chargeback APIs, Plugins) as Program Manager, enabling key use cases and accelerating adoption and additional TPV(~40 cr/month).
• Flagged API structure gaps (UAT vs. prod), prioritized fixes with product team — reduced merchant integration issues and improved stability.
• Led GTM for new Features (Convenience fees, TPV, Partner integration) — docs, internal alignment, merchant onboarding. Enabled new LOB generating ₹40-50 Cr/month in TPV.
• Authored PRDs for business-led asks; analyzed tickets weekly to help product prioritize based on impact and frequency.
• Optimized transaction funnel, implemented fixes with engineering, boosting success rate by ~1%.

Merchant Experience & Ops

• Improved CSAT by 8% by revamping support (extended hours, weekend support, queue mgmt).
• Reduced inbound queries by 20% via bots and self-help content (videos, docs).
• Deployed alerting infra for traffic/success-rate monitoring — prevented revenue-impacting issues.

Strategic Account Growth

• Scaled top accounts (Meesho, OneCard, IRCTC, Zupee, Delhivery) by 10x through feature rollouts and high-touch support.
• Standardized debugging with analytics team — cut issue resolution TAT by 25%.
• Benchmarked competitors across API & support SLAs to influence roadmap & maintain edge.

• Developed an omnichannel Buy Now, Pay Later platform that allowed customers to split their online or in-store purchases into 3, 4, or 6 payments. The first payment was made at the time of purchase, while the remaining payments were automatically debited from their payment instrument.
• Closed an exclusive deal with ANS commerce. ANS commerce is an Ecom platform(something like Shopify) which handles the online stores for biggest fashion brands in India like ZARA, Jack and Jones etc.
• Onboarded merchants like ruosh, metro, Amante and successfully did the POC.
• Identified business development challenges and customer concerns for proactive resolution.
• Pivoted to payout orchestration after BNPL became unscalable due to RBI regulations.
• Partnered with all the major payout platform/banks so that our merchants doesn't have to do multiple integration.
• Responsible for establishing the roadmap for product development and take care of business operations to handle merchants and payment partners.
• Networked with businesses and customers to increase sales opportunities and contacts.
• Processed transactions of worth 150 cr with in 3 months.
• Monitored performance, identified areas of improvement and devised solutions to address areas of weakness.
• Got acquired by Earth & Orbit Ltd, a UK based fintech company for launching their products in India in a cash and stocks deal

• First solution engineer for Cashfree. Managing pre-sales, integration and post live technical support.
• As solution engineer lead I was handling Enterprise Support.
• Developed a new process (technical support, success rate monitoring, and technical account management) that categorized issues and established efficient resolution channels.
• Created product suite by analyzing business model of merchant to reduce integration and onboarding time.
• Assisted the engineering team with UAT testing of new features, SDKs, and APIs.

• Wrote PRD's for custom integration and made sure of timely delivery of merchant requirement.
• Single point of contact for enterprise merchants, helped in maintaining
relationship with merchants by frequently visiting offices and scheduling meetings which reduced merchant churning.
• Helped Sales team onboard enterprise accounts like Dream 11, games24*7, Puma, Zomato, Bestseller, HUL etc. which helped in boosting revenue.