Head of Scaled Customer Success Strategy & Operations

Ramp; New York (NY); On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

Flexible PTO

Health and wellness stipend

Relocation assistance to NYC or SF

Job summary

Ramp is hiring a strategic, data-driven leader to shape the future of scaled customer success. You 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.

You will own onboarding strategy, diagnose bottlenecks with dashboards, and partner with Product to enhance self-onboarding. You will lead a 6–8 person team and drive CSAT, activation, and expansion initiatives.

Qualifications

• 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.

Responsibilities

• 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.

Skills

4+ years in consulting, CS operations,

2+ years people management

Scalable programs & processes

Strong analytical skills & dashboards

Cross-functional leadership

Job description

Ramp is hiring a strategic, data-driven leader to shape the future of scaled customer success. You 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.

You will own onboarding strategy, diagnose bottlenecks with dashboards, and partner with Product to enhance self-onboarding. You will lead a 6–8 person team and drive CSAT, activation, and expansion initiatives.