Manager, Customer Activation, Mid-Market

Ramp; United States; Remoto; USD 110.000 - 170.000; Tempo pieno

Descrizione del lavoro

Ramp is hiring a Front-Line Manager to lead 6-8 Customer Success Managers in Ramp’s Mid Market portfolio. You will standardize implementation, coach individually, and create a scalable activation motion that drives growth without proportional team size increases.

You will mentor direct reports, refine playbooks, and partner with Sales, Marketing, Operations, Risk, and Product to deliver outcomes for mid-market customers.

Competenze

• 5+ years of implementation, CSM or AM experience with a proven track record of exceeding goals.
• 3+ years of building and leading implementation or CSM teams.

Mansioni

• Set and maintain a high-performing culture and morale within a group of 6-8 CSMs.
• Oversee daily activities and quota performance of CSMs to exceed onboarding and activation goals.
• Refine best-practice playbooks and improve team output by optimizing systems and processes.
• Develop and execute career development plans including daily 1:1 mentoring and coaching on sales skills.
• Act as a voice of the customer and a key contributor to retain and expand Ramp’s Mid Market segment.
• Build and leverage internal AI tools and Salesforce dashboards to monitor customer success.
• Report on team performance and forecast to senior leadership.
• Represent the CSM team cross-functionally with leaders of other departments

Conoscenze

CSM leadership

Onboarding & activation

Coaching & mentoring

Cross-functional collaboration

Sales skills

Salesforce dashboards

AI tools

Strumenti

Salesforce

AI tools

Descrizione del lavoro

About RampRamp 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

You will be a front-line manager to a group of 6-8 CSMs, who each manage ~60 Activations at a given time in Ramp’s Mid Market portfolio. You will be responsible for developing and standardizing implementation best practices, 1:1 coaching and mentoring, building a repeatable and scalable customer activation motion that enables growth without proportional increases in team size, and working closely with leaders across Sales, Marketing, Operations, Risk, and Product to drive positive outcomes for this segment. As a key member of the Mid Market CSM 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 CSMs to drive thorough and efficient onboarding and product activation for Ramp’s medium/large customers
• Oversee the daily activities and quota performance management of individual CSMs to ensure team exceeds product onboarding and spend activation goals, while maintaining strong CSAT
• Refine best practice playbooks for the CSM 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 retaining and expanding Ramp’s Mid Market segment
• Build and leverage internal AI tools and 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 CSM team cross-functionally with leaders of other departments

What You Need

• 5+ years of implementation, CSM or AM experience as an individual contributor, with a proven, consistent track record exceeding goals
• 3+ years of experience building and leading implementation or CSM teams with a proven track record of excee