CSM, Enterprise | Lifecycle
Ramp
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Benefits offered by this job
Job summary
Ramp is seeking an Enterprise Customer Success Manager to own post-implementation experiences for a book of high-potential enterprise customers. You will partner with Account Management on long-term strategy and manage executive relationships across finance and operations to ensure sustained adoption and renewal readiness.
You will use data, AI tools, and finance insight to drive value, guide customers through Ramp capabilities, and help shape the lifecycle playbooks for a growing team.
Qualifications
- Own a book of enterprise customers through post-implementation and renewal.
- Measure success by retention, adoption, and satisfaction metrics.
- Build multi-threaded relationships across finance, ops, and the C-suite.
Responsibilities
- Own the post-implementation experience for a book of enterprise customers, ensuring adoption, satisfaction, and renewal readiness.
- Drive adoption by aligning customers with workflows and existing Ramp products they have not fully utilized.
- Advise on finance workflows and articulate Ramp value in financial terms within customers’ contexts.
- Build multi-threaded relationships across accounts and with Account Management on executive ties.”
- Collaborate on QBRs and executive reviews, quantifying Ramp’s impact in CFO/Controller language.
- Identify growth opportunities and coordinate with Account Management for renewals and expansion.
- Monitor usage, risk signals, and escalations, steering issues to resolution before renewal.
- Leverage AI daily for prep, materials, data synthesis, and customer-facing outputs.
- Gather customer feedback to inform Ramp evolution and future lifecycle plays.
- Help shape playbooks and sponsor programs as the lifecycle team grows.
Skills
Tools
Job description
Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.
The problems are high-stakes, data-dense, and unforgiving.
We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.
The median Ramp customer saves 7.5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same.
If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.
Ramp's Enterprise Customer Success Managers on the Lifecycle team don't stop at go-live — they make sure customers keep getting more from Ramp as their business grows. Ramp has grown its product suite significantly over the last several years. As we've matured as an organization, our customer relationships have grown more complex too: customers are buying more of the platform at once, running it across more entities and teams, and relying on it for more of how their finance function operates. Hitting an activation milestone doesn't mean the job's finished. Too often, a feature that could solve a real problem goes unused because no one is there to show how it would work in that customer's business.
That's where you come in. This is a role for people who understand how finance teams actually run, who think in years rather than quarters, and who already use AI the way surgeons use instruments: not occasionally, not as an experiment, but as the default way they work. You'll own the customer experience after implementation for a book of Ramp's highest-potential enterprise customers, partnering with Account Management on long-term account strategy. You'll also be one of the first Lifecycle CSMs on a newly formed team, helping define how Ramp earns and keeps the trust of its most important customers.
Own the post-implementation experience for a book of enterprise customers, with clear accountability for sustained adoption, customer satisfaction, and renewal readiness
Drive sustained adoption by understanding each customer's goals and guiding them toward the workflows that improve outcomes for their business — including the products and features they've already purchased but haven't fully put to work
Act as each customer's expert in finance workflows: understand how they run their business, advise on decisions as their needs change, and make the value of new Ramp capabilities clear in their context
Build multi-threaded relationships across every account and partner with Account Management on executive relationships, so the account stays steady through change like a new Controller or CFO
Partner with Account Management on QBRs and executive business reviews, quantifying Ramp's impact in the language CFOs and Controllers care about — close cycle improvement, spend visibility, savings, and ROI — not just product usage metrics
Spot opportunities for growth and bring them to Account Management, who owns renewals and expansion; as customers add products, drive ongoing activation so they reach value quickly
Run your book on data: monitor usage, CP, and risk signals, get ahead of challenges and escalations, and see them through to resolution well before renewal is on the calendar
Use AI tools daily to prepare for customer calls, build materials, synthesize data, identify account risk, and operate at a pace traditional methods can't match
Bring customer feedback back into Ramp — surfacing patterns, gaps, and opportunities from your accounts to shape how Ramp evolves
Help build the motion from the ground up: executive sponsor programs, champion groups, churn reviews, and the playbooks every future Lifecycle CSM will run
Long-term account ownership — You've owned a book of customers past launch and through renewal, and you have measurable retention, adoption, or satisfaction results to show for it. Finance or fintech context is a plus but not required.
Customer experience mindset — You measure success by how customers feel about working with you, not only by milestones hit. You get ahead of problems before customers raise them and own escalations through resolution.
Executive relationship building — You build multi-threaded relationships across finance, operations, and the C-suite. When your champion leaves, the account doesn't leave with them.
Financial impact communication — You can walk a CFO through the value Ramp has delivered, connect adoption to P&L outcomes, and help make the case for continued investment in financial terms, not product terms. A finance background is not required — fluency is.
AI fluency as a daily habit — You already use AI tools habitually in your work. You use them to prep for calls, synthesize information, build customer-facing materials, and automate repetitive tasks. This is how you work, not something you're exploring. Ramp is a builder culture: if you don't instinctively reach for AI before doing things manually, this role will be a hard adjustment.
Data-driven book management — You prioritize your time based on usage, revenue, and risk signals, not on who emailed last. You can spot an at-risk account months before renewal and know what to do about it.
Technical and systems acumen — You're comfortable around major ERP platforms (NetSuite, SAP S/4HANA, Workday, Sage Intacct, or similar) and understand how Ramp fits into a customer's finance stack. You don't need to code, but you can diagnose what's blocking adoption and bring in the right technical partner.
Builder mindset — You're energized by building something that doesn't exist yet. This team is new, and you'll help shape the playbooks, programs, and rituals that define how Lifecycle CSMs work, all while running your own book. You bring structure to ambiguity and iterate quickly when something isn't working.
7+ years in enterprise customer success, account management, or consulting — You've spent enough time with complex organizations and senior stakeholders that it's second nature. You know how to keep an enterprise customer successful long after the launch.
Consumption-based revenue experience — You've worked with a product where value is measured in usage or spend, not seats, and know how to grow adoption after the contract is signed.
Finance domain depth — Exposure to FP&A, accounting software ecosystems (NetSuite, Sage, QuickBooks, Xero), expense management, or CFO-adjacent workflows. Accelerates credibility with Ramp's customer base.
Demonstrated commercial impact — You can point to retention, adoption, or renewal outcomes with specific metrics attached — not described in general terms.
Background at an AI-first or AI transformation company — not just a company that uses AI, but one where rethinking workflows around it was part of the product or culture
High-growth or startup experience (comfort operating in ambiguity and rapid change)
Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
One Medical annual membership
401(k), including employer match on contributions made while employed by Ramp
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)
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
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
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Ramp Applicant Privacy Notice
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