Customer Success Manager, Mid-Market

Ramp; New York (NY); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health/wellness stipend

Intra-office travel budget

Weekly coffee stipend

Medical insurance (US)

One Medical membership

401(k) with employer match

Fertility HRA

Parental leave (US)

Job summary

Ramp is seeking a Mid-Market Customer Success Manager on the Lifecycle team. You will own the post-implementation experience for mid-market customers, driving sustained adoption, renewal readiness, and measurable value.

The role requires AI fluency, a data-driven mindset, and strong collaboration with Account Management, Product, and Sales to grow customer outcomes. You will partner with AM on QBRs, manage risks, and turn successes into repeatable plays that scale across the team.

Qualifications

• 5+ years in customer success, account management, or consulting with proven retention/goal attainment.
• Experience owning a book past launch through renewal with measurable results.
• Daily use of AI tools for preparation, synthesis, and automation.
• Ability to quantify impact in financial terms for CFOs/Controllers.

Responsibilities

• Own post-implementation experience for mid-market customers with adoption and renewal accountability.
• Drive adoption by aligning customer goals with Ramp workflows and features.
• Act as customer expert in finance workflows and advise on evolving needs.
• Build multi-threaded relationships within each account including finance leadership.
• Collaborate with Account Management on QBRs and business reviews, proving ROI.
• Identify growth opportunities and coordinate with AM for renewals/expansion.
• Manage book using data: monitor usage, CP, risk signals and escalations.
• Leverage AI daily to prepare for calls, build materials, and detect risks.
• Bring customer feedback to Ramp to shape product and plays.
• Create repeatable plays, programs, and automations for scale.

Skills

5+ yrs CS/AM

Renewal ownership

AI fluency

Data-driven prioritization

Cross-functional collaboration

Finance domain knowledge

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 Mid-Market 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 mid-market 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 customers.

WHAT YOU'LL DO

• 1. Own the post-implementation experience for a book of mid-market customers, with clear accountability for sustained adoption, customer satisfaction, and renewal readiness
• 2. 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
• 3. 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
• 4. Build multi-threaded relationships in every account, including finance leadership relationships you own, so the account stays steady through change like a new Controller or CFO
• 5. Partner with Account Management on QBRs and 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
• 6. 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
• 7. Run your book on data: monitor usage, CP, and risk signals, prioritize where your time goes, and get ahead of challenges and escalations before they reach renewal
• 8. 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
• 9. Bring customer feedback back into Ramp — surfacing patterns, gaps, and opportunities from your accounts to shape how Ramp evolves
• 10. Turn what works into repeatable plays, programs, and automations that scale across your book and the team

WHAT YOU'LL NEED

• - 5+ years of customer-facing experience in customer success, account management, or consulting, with a proven, consistent track record of retaining customers and exceeding goals
• - Experience owning a book of customers past launch and through renewal, with measurable retention, adoption, or satisfaction results; finance or fintech context is a plus but not required
• - A customer experience mindset — you get ahead of problems before customers raise them and own escalations through resolution
• - AI fluency as a daily habit — you already use AI tools habitually to prep for calls, synthesize information, build customer-facing materials, and automate repetitive tasks; this is how you work, not something you're exploring
• - Ability to communicate Ramp's impact in financial terms — walking a Controller through the value Ramp has delivered and connecting adoption to P&L outcomes
• - A data-driven approach to managing a book — you prioritize based on usage, revenue, and risk signals and can spot an at-risk account well before renewal
• - Technical and systems acumen to understand how Ramp fits into a customer's finance stack, diagnose what's blocking adoption, and bring in the right technical partner
• - A builder mindset — this team is new, and you're energized by shaping the playbooks, programs, and rituals that define how Lifecycle CSMs work while running your own book; you bring structure to ambiguity and iterate quickly
• - Strong collaboration and influencing skills across Sales, Account Management, Product, Operations, and other GTM teams

NICE TO HAVES

• 1. Experience with a consumption-based product where value is measured in usage or spend, not seats
• 2. Exposure to FP&A, accounting software ecosystems (NetSuite, Sage, QuickBooks, Xero), expense management, or CFO-adjacent workflows
• 3. Demonstrated commercial impact — retention, adoption, or renewal outcomes with specific metrics attached
• 4. Background at an AI-first or AI transformation company where rethinking workflows around AI was part of the product or culture
• 5. High-growth or startup experience with 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

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