Customer Success Manager, Enterprise

Ramp; New York (NY); Remote; USD 130,000 - 190,000; Full time

Benefits offered by this job

Flexible PTO

Home-office setup

Wellness stipend

Travel budget

Weekly coffee

Job summary

Ramp's Enterprise Customer Success Managers on the Lifecycle team own the post-implementation experience for high-potential customers, ensuring sustained adoption, renewal readiness, and strong partnerships with Account Management.

You’ll guide customers through Ramp’s expanding product suite, leverage AI daily, build executive relationships across finance and the C-suite, and help shape scalable playbooks for a team that’s just starting.

Qualifications

• 7+ years in enterprise customer success, account management, or consulting.
• Ability to own and renew high-value accounts with senior stakeholders.
• Strong experience building executive relationships across finance and operations.
• Fluent in communicating financial impact and ROI with CFOs/Controllers.
• Comfort with AI tools to prep for calls and synthesize data daily.

Responsibilities

• Own the post-implementation experience for a book of enterprise customers with clear ownership of adoption, satisfaction, and renewal readiness.
• Drive ongoing adoption by mapping customer goals to Ramp workflows and existing purchases.
• Advise customers as their needs evolve, demonstrating Ramp value in their finance stack.
• Build multi-threaded relationships across accounts and coordinate with Account Management on executive engagements.
• Lead QBRs and executive reviews, quantifying Ramp impact in CFO- and Controller-friendly terms.
• Identify growth opportunities and coordinate with Account Management for renewals and expansion.
• Monitor usage, risk signals, and escalations; guide resolution long before renewal.
• Leverage AI daily to prepare for calls, build materials, and automate repetitive tasks.
• Feed customer feedback into Ramp to shape product and playbooks for Lifecycle CSMs.
• Help design scalable motion like sponsor programs and churn reviews for future teams.

Skills

Account ownership

Executive relationships

AI fluency

Data-driven decisions

Finance/ERP familiarity

Enterprise CS

Growth mindset

Tools

NetSuite

SAP S/4HANA

Workday

Sage Intacct

Job description

ABOUT RAMP

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.

ABOUT THE ROLE

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.

WHAT YOU'LL DO

• - 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

MUST-HAVES

• - 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.

NICE-TO-HAVES

• - 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)

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 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)

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