Manager, Scaled Customer Success

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The median Ramp customer saves 5% and grows revenue 16% in their first year.

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.

• 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.

• 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

• Customer-facing or quota-carrying experience with a track record of exceeding goals
• Experience building education content, webinars, or scaled training programs

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 available to all full-time Ramp employees (Global): Flexible PTO, centralized home-office equipment ordering, health and wellness stipend, budget for intra-office travel, weekly coffee stipend. United States: 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents; One Medical annual membership; 401(k) including employer match; Fertility HRA (up to $10,000 per year); parental leave up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay; pet insurance; in-office perks; relocation expense coverage to NYC or SF. Canada: Group medical, dental, and vision coverage through Sun Life; life, AD&D, and disability coverage; fertility drug coverage (up to $4,000 lifetime); Group Retirement Plan with employer match (RRSP + DPSP); parental leave up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay; Employee Assistance Program and virtual care through Lumino Health. United Kingdom: Private medical insurance through Freedom Elite; Virtual GP and at-home care via eMed x Livi; workplace pension through Penfold with salary sacrifice option; parental leave up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay.

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