Manager, Scaled Customer Success Strategy & Operations

ABOUT RAMP

At Ramp, we’re rethinking how modern finance teams function in the age of AI. We believe AI isn’t just the next big wave. It’s the new foundation for how business gets done. We’re investing in that future — and in the people bold enough to build it.

Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 50,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $10B and 27.5M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $100 billion in purchases each year.

Ramp’s investors include Lightspeed Venture Partners, Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, Redpoint, and ICONIQ, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.

Ramp has been named to Fast Company’s Most Innovative Companies https://www.fastcompany.com/91038883/ramp-most-innovative-companies-2024 list and LinkedIn’s Top U.S. Startups https://www.linkedin.com/pulse/linkedin-top-startups-2024-50-us-companies-rise-linkedin-news-hxote/?trackingId=uBI29YlAOxikbTI7cdvG4g%3D%3D for more than 3 years, as well as the Forbes Cloud 100 https://www.forbes.com/sites/richardnieva/2024/08/06/ramp-cloud-100/, CNBC Disruptor 50 https://www.cnbc.com/2024/05/14/ramp-cnbc-disruptor-50.html, and TIME Magazine’s 100 Most Influential Companies https://time.com/collection/time100-companies-2023/6285147/ramp/.

ABOUT THE ROLE

We’re hiring a strategic, data‑driven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain, and grow 50% of Ramp’s micro‑SMB customers who don’t receive white‑glove 1:1 support, blending strategy, systems, and people leadership to drive impact at scale.

WHAT YOU'LL DO

- Own and evolve Ramp’s self‑service onboarding and activation strategy in partnership with Scaled CS leadership, Product, and Growth.

- Use data to diagnose activation bottlenecks, build dashboards, run metric reviews, and drive data‑backed recommendations.

- Partner with Product to improve activation features and automation that enhance self‑onboarding.

- Lead customer education programs at scale: group onboarding trainings, video content, chatbot optimization, and lifecycle communications.

- Continuously improve systems and team efficiency through automation, content, and applied AI initiatives.

- Design, launch, and iterate scaled CS programs that improve outcomes across thousands of customers.

- Manage, coach, and develop a team of 6–8 Scaled Customer Success Managers, each handling ~300 monthly new customers.

- Drive team performance across activation, expansion, and CSAT targets while fostering ownership and excellence.

- Hire, train, and enable team members on Ramp’s product, customer journey, and playbooks.

- Partner cross‑functionally with CS, Sales, Product, Growth, and Data to align scaled strategy with company goals.

WHAT YOU NEED

- 4+ years in consulting, CS operations, revenue or business operations, or strategy within high‑growth B2B SaaS

- 2+ years of people management experience leading high‑performing CS or operations teams

- Proven success building or optimizing scalable programs and processes

- Strong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes

- Skilled at cross‑functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS

NICE TO HAVES

- Customer‑facing or quota‑carrying experience with a track record of exceeding goals

- Experience building education content, webinars, or scaled training programs

WHAT SUCCESS LOOKS LIKE

In the first 6 months, this leader will have launched and iterated scaled activation programs that measurably increase self‑serve activation and early retention, established a recurring metrics review with dashboards that surface funnel bottlenecks, and lifted team efficiency and CSAT through process, automation, and content improvements while developing a high‑performing team of 6–8 sCSMs.

BENEFITS (FOR U.S.-BASED FULL-TIME EMPLOYEES)

- 100% medical, dental & vision insurance coverage for you

- Partially covered for your dependents

- One Medical annual membership

- 401k (including employer match on contributions made while employed by Ramp)

- Flexible PTO

- Fertility HRA (up to $5,000 per year)

- WFH stipend to support your home office needs

- Wellness stipend

- Parental Leave

- Relocation support to NYC or SF (as needed)

- Pet insurance

REFERRAL INSTRUCTIONS

If you are being referred for the role, please contact that person to apply on your behalf.

OTHER NOTICES

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice