Fintech · AI SaaS · B2B Enterprise

Customer success,
built to scale.

12 years of turning complex fintech operations into measurable outcomes — across payments, AI platforms, and merchant lifecycle management. Driving adoption, retention, and revenue at every stage.

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With Zain, you get someone who bridges strategy and execution — translating customer insight into product improvements, compliance operations into business growth, and complex stakeholder environments into aligned outcomes.

Product-Led Operations

Translating Voice of Customer data into product enhancements that drive measurable adoption, retention, and revenue outcomes. VKYC 2.0 transformation at PhonePe delivered 102% process improvement.

Customer Success at Scale

Managing 120+ enterprise accounts through structured QBRs, health-scoring models, and executive stakeholder engagement — with a track record of reducing churn, expanding revenue, and lifting NPS.

Compliance & Fintech Expertise

Deep fluency in KYC, VKYC, AML, EDD, and Sharia-compliant product onboarding. Proven across regulated fintech environments and AI-powered verification platforms in both India and MENA-adjacent markets.

Key Achievements

Verified results across 12 years of fintech leadership

0%
VKYC Process
Success Improvement
PhonePe
0%
Merchant Onboarding
TAT Reduction
Razorpay
0%
Fraud Attempt
Reduction
Talview
+30
NPS Points Gained
Razorpay · 18 months
0%
Churn Reduction
120+ Enterprise Accounts
99.9%
Platform Uptime SLA
Talview · 50+ Clients

Professional Journey

Career Experience

Sep 2025 – Present
PhonePe
Merchant Experience
102% Process Uplift 1,540 Calls · Month 1 15% Volume Recovery
Customer Success Manager — Product & Compliance Operations
  • Defined requirements and led end-to-end implementation of VKYC 2.0, scaling merchant verification to 1,540 calls in month one with a 102% improvement in success rate over the legacy EDD baseline.
  • Established product KPI framework — process success rate, Maker-Checker variance, first-call resolution, drop-off rate — reducing quality variance from 5.0% to 1.80%, targeting sub-1%.
  • Designed and launched an Outbound Recovery workflow for Unable to Verify cases, reclaiming 15% of previously lost merchant activation volume.
  • Implemented Pre-call Readiness Checklist and Mandatory Document Upload gate based on merchant drop-off analysis, reducing failed verifications by an estimated 20%.
  • Built and coached a 7-specialist in-house team; developed training modules aligned to product workflows, raising first-call resolution and merchant satisfaction scores.
Nov 2024 – Oct 2025
Talview
AI SaaS · Talent Intelligence
99.9% Uptime 40% Fraud Reduction 12% Retention Uplift
Senior Team Lead — Customer Operations & AI Product Support
  • Collaborated with engineering to enhance biometric facial recognition and voice ID models, reducing fraudulent attempts by 40% with zero false positives.
  • Sustained 99.9% platform uptime SLA across 50+ enterprise clients, driving CSAT above target and contributing to a 12% improvement in account retention.
  • Redesigned 12+ SOPs and introduced intelligent workflow automation, cutting average resolution time by 20% and boosting team productivity by 25%.
Sep 2021 – Oct 2024
Razorpay
Fintech · Payments
83% TAT Reduction +30 NPS Points 120+ Enterprise Accounts
Customer Success Manager — Product & Merchant Growth
  • Re-engineered the merchant onboarding product workflow end-to-end, compressing activation TAT from 12 days to 2 days (83% improvement), enabling faster time-to-revenue for 500+ SME and enterprise merchants.
  • Designed and implemented a data-driven health-scoring model using real-time risk signals, reducing churn by 15% and improving NPS by 30 points within 18 months.
  • Systematically translated merchant feedback into platform enhancements through structured VoC programs, improving feature adoption and reducing support ticket volumes.
  • Managed 120+ enterprise accounts through structured QBRs and stakeholder engagement, identifying and converting significant upsell and expansion revenue.
Jan 2015 – Sep 2021
Concentrix
BPO · Customer Operations
25-Member Team 40% Effort Reduction
Team Leader — Customer Experience Operations
  • Built and led a 25-member customer success team, delivering 25% improvement in quality accuracy and 20% productivity gains through structured coaching and KPI-led performance management.
  • Collaborated with IT to automate high-volume manual workflows, achieving a 40% reduction in manual processing effort and improving first-contact resolution across B2B and B2C accounts.
  • Designed and owned escalation resolution playbooks, reducing critical complaint cycle times by 30%.

Capabilities

Skills & Expertise

Product & Strategy
Product Management
Roadmap Development VoC Programs Feature Adoption Go-to-Market KPI Definition OKR Frameworks Market Research Competitive Analysis
Fintech & Compliance
Regulatory Operations
KYC / VKYC AML / EDD Sharia-Compliant Onboarding Biometric Verification Fraud Prevention Merchant Lifecycle Mgmt Risk Management
Customer Success
Retention & Growth
Churn Reduction NPS / CSAT / CES QBR Management Expansion Revenue NRR / GRR Metrics Enterprise Accounts Health Scoring
Analytics & Reporting
Data & Insights
Tableau Looker SQL (Intermediate) KPI Dashboarding Cohort Analysis Google Sheets
Leadership
Team & Operations
Cross-Functional Leadership Agile / Scrum Stakeholder Mgmt Change Management SOP Design Hybrid Team Leadership Six Sigma Yellow Belt
Platforms & CRM
Tools
Salesforce Gainsight ChurnZero Zendesk HubSpot Intercom Freshdesk
Operational excellence isn't a metric — it's a culture you build one interaction at a time.
— Zain Pasha S
Bachelor of Commerce — Accounts & Finance
Sheshadripuram Degree College · Bangalore University
Certified Six Sigma Yellow Belt
Process Optimisation & Quality Management

With 12 years at the intersection of product, operations, and customer success in high-growth fintech environments, I've built a career on translating complexity into clarity — and clarity into outcomes that matter to the business.

From leading 25-person teams at Concentrix to architecting the VKYC 2.0 transformation at PhonePe, every chapter has sharpened my ability to blend strategic thinking with precise execution. I've owned product feedback loops, defined KPIs, managed enterprise accounts across India's most ambitious fintechs, and collaborated deeply with Product, Engineering, and Risk teams.

My experience spans KYC and VKYC compliance, AML/EDD frameworks, AI-powered verification platforms, and Sharia-compliant product onboarding — a breadth of expertise that translates across regulated fintech environments globally.

Languages
English — Fluent Hindi — Fluent Urdu — Native Tamil — Fluent Telugu — Fluent Arabic — Developing

Let's begin
the conversation.

Every great partnership starts with a conversation. Reach out directly or send an enquiry using the form.

Email Zain.pasha748@gmail.com → Phone +91 – 9035177753 → LinkedIn linkedin.com/in/zain-pasha → Location Bangalore, India · Open to Relocation
Open to Senior Roles · Available Globally
12+
Years of experience across fintech, AI SaaS, and B2B enterprise customer success
4
Major fintech environments — PhonePe, Razorpay, Talview, Concentrix
6
Languages spoken — English, Hindi, Urdu, Tamil, Telugu, Arabic
50+
Enterprise accounts managed with executive-level stakeholder engagement
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