Manager, Scaled Customer Success
Ramp is an AI-powered financial operations platform for businesses, combining corporate cards, expense management, bill payments, accounting automation, procurement, travel, treasury, and related finance workflows.
About Ramp
Ramp is a privately held New York financial-services company founded in 2019. Its platform combines corporate cards, spend and expense management, bill payments, accounting automation, procurement, travel, treasury, and other financial-operations services. Ramp reports serving more than 70,000 companies.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Lead scaled customer success programs serving micro-SMB customers by combining strategy, systems, analytics, automation, customer education, and people leadership.
Requirements
- 4+ years in consulting, customer success operations, revenue or business operations, or strategy within high-growth B2B SaaS.
- 2+ years of people management experience leading customer success or operations teams.
- Experience building or optimizing scalable programs and processes.
- Strong analytical skills for creating dashboards and operational insights.
- Cross-functional leadership and senior stakeholder influence.
Responsibilities
- Own and evolve self-service onboarding and activation strategy.
- Diagnose activation bottlenecks, build dashboards, run metric reviews, and provide data-backed recommendations.
- Partner with Product to improve activation features and automation.
- Lead customer education programs including group onboarding, video content, chatbot optimization, and lifecycle communications.
- Improve systems and team efficiency through automation, content, and applied AI.
- Design, launch, and iterate scaled customer success programs.
- Manage, coach, and develop 6–8 Scaled Customer Success Managers.
- Drive activation, expansion, and CSAT performance.
- Hire, train, and enable team members.
- Partner cross-functionally with Customer Success, Sales, Product, Growth, and Data.
Benefits
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Medical, dental, and vision insurance
- One Medical annual membership
- 401(k) with employer match
- Fertility HRA
- Parental leave at 100% pay
- Pet insurance
- Relocation support to NYC or San Francisco