Director, Enterprise Implementations New York, San Francisco, Remote (US or Canada)

Ramp; New York (NY); Remote; USD 204,000 - 338,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage Customer Success Managers and drive onboarding for complex clients. This role involves developing best practices, mentoring, and collaborating with various departments to enhance customer activation strategies. You'll have the chance to influence the success of Ramp's Enterprise segment, ensuring a high-performing culture and exceeding customer satisfaction goals. Join a fast-growing company that empowers finance teams and offers a supportive work environment with comprehensive benefits. If you're passionate about customer success and team development, this opportunity is perfect for you.

Benefits

100% medical, dental & vision insurance coverage

401k with employer match

Flexible PTO

Fertility HRA

WFH stipend

Wellness stipend

Parental Leave

Relocation support

Pet insurance

Qualifications

• 5+ years in sales or customer success with a track record of exceeding goals.
• Experience building and leading teams in fast-paced environments.

Responsibilities

• Manage a team of Customer Success Managers to ensure effective onboarding.
• Develop career plans and provide coaching to direct reports.

Skills

Customer Success Management

Sales Skills

Data Analytics

Communication Skills

Team Leadership

Technical Articulation

Education

Bachelor's Degree

Tools

Salesforce

Looker

Excel

Job description

About Ramp

Ramp is a financial operations platform designed to save businesses time and money. Combining corporate cards with expense management, bill payments, vendor management, accounting automation, and more, Ramp's all-in-one solution frees finance teams to do the best work of their lives. More than 30,000 companies, from family-owned farms to e-commerce giants to space startups, have saved $1B and 10M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over 35 billion dollars in purchases each year.

Ramp's investors include Sequoia, Founders Fund, Thrive Capital, Khosla Ventures, Greylock, Stripe, Goldman Sachs, Coatue, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.

Ramp has been named to Fast Company's Most Innovative Companies list and LinkedIn's Top U.S. Startups for over 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine's 100 Most Influential Companies.

About the Role

You will be a front-line manager to a group of 5-7 Customer Success Managers, who each manage ~10-30 complex implementations at a given time in Ramp’s Upper Mid-Market and Enterprise portfolio. You will be responsible for developing and standardizing implementation best practices, 1:1 coaching and mentoring, influencing customer activation strategy, and working closely with leaders across Sales, Marketing, Operations, Risk, Product, and the executive team to drive positive outcomes for this segment. As a key member of the GTM leadership team, you will have the opportunity to help build and refine Ramp’s customer success and onboarding motion.

What You’ll Do

• Set and maintain a high-performing culture and morale by managing a group of exceptional Customer Success Managers to drive thorough and efficient onboarding and product activation for Ramp’s largest and most complex customers.
• Oversee the daily activities and quota performance management of individual CSMs to ensure the team exceeds product onboarding and spend activation goals, while maintaining strong CSAT.
• Codify and refine implementation packages scoping and delivery across cross-functional teams.
• Refine best practice playbooks for the Customer Success team, and improve team output and efficiency over time by optimizing systems and processes.
• Develop and execute career development and leadership plans for direct reports, inclusive of but not limited to daily 1:1 mentoring, coaching on sales skills, enhancing product knowledge, providing call feedback, and running enablement sessions.
• Act as a voice of the customer and key contributor to building out Ramp’s Enterprise segment.
• Build and leverage Salesforce dashboards to monitor the success of our customers and the performance of the team.
• Report on team performance and forecast to senior leadership.
• Represent the Customer Success team cross-functionally with leaders of other departments.

What You’ll Need

• Minimum of 5 years of quota-carrying sales or customer success experience as an individual contributor, with a proven, consistent track record exceeding goals.
• Minimum of 5 years of experience building and leading sales or customer success teams with a proven track record of exceeding goals.
• Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies.
• A passion and excitement for hiring, with a thoughtful approach to team planning and development.
• Ability to articulate technical product and financial value points to customers, including executive leaders.
• Proficiency in data analytics tools (ie. Salesforce, Looker, and Excel).
• Ability to leverage data to drive decisions, create systems, and identify process improvements to improve efficiency.
• Strong collaboration and influencing skills, demonstrated through excellent communication and presentation skills.

Nice to Haves

• Experience with Accounting Software (e.g. Netsuite, QuickBooks, Xero, Sage) and/or Accounting (CPA).
• Experience with financial services sales.
• Experience at a high-growth startup.

For candidates located in NY or SF, the pay range for this role is $204,000-$338,000. For candidates located in all other locations, the pay range for this role is $184,000-$304,000.

Benefits (for U.S.-based full-time employees)

• 100% medical, dental & vision insurance coverage for you.
• 401k (including employer match on contributions made while employed by Ramp).
• Flexible PTO.
• Fertility HRA (up to $5,000 per year).
• WFH stipend to support your home office needs.
• Wellness stipend.
• Parental Leave.
• Relocation support to NYC or SF.
• Pet insurance.

Other notices

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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