Manager, Scaled Customer Success Strategy & Operations

Ramp is building the smart infrastructure for finance teams, automating how over $200B in annualized spend flows through 70,000+ companies. They hire people with high agency and urgency, focusing on what you've built rather than where you trained.

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.

• 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: lunch, snacks, drinks, and more; Relocation expense coverage to NYC or SF (if needed). 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, with additional time available at reduced 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 with additional time available at reduced pay.

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