Lead, Scaled Customer Success & Activation

Visa Hunt; San Francisco (CA); On-site; USD 180,000 - 250,000; Full time

Benefits offered by this job

Flexible PTO

Centralized home-office equipment

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

Ramp is seeking a strategic, data-driven leader to shape the future of scaled customer success. You will design and operationalize programs that activate, retain, and grow 50% of Ramp’s micro-SMB customers who don’t receive white-glove support, blending strategy, systems, and people leadership at scale.

You will lead a team of 6–8 Scaled Customer Success Managers, with ~300 monthly new customers each, while partnering with Product, Growth, and Data to align strategy with company goals.

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 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

Leadership

Data analysis

Cross-functional collaboration

Program management

Job description

Ramp is seeking a strategic, data-driven leader to shape the future of scaled customer success. You will design and operationalize programs that activate, retain, and grow 50% of Ramp’s micro-SMB customers who don’t receive white-glove support, blending strategy, systems, and people leadership at scale.

You will lead a team of 6–8 Scaled Customer Success Managers, with ~300 monthly new customers each, while partnering with Product, Growth, and Data to align strategy with company goals.