Manager of Customer Activation (Mid-Market)

Ramp; New York (NY); Vor Ort; USD 180.000 - 230.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision insurance

One Medical membership

401(k) with employer match

Unlimited PTO

Parental leave

Wellness stipend

Pet insurance

Relocation to NYC

WFH stipend

Zusammenfassung

Ramp is seeking a Front-line Manager of Customer Success for its Mid Market portfolio in New York. You will lead 6–8 CSMs, each handling ~60 activations, and shape standardized onboarding, playbooks, and coaching to scale with growth.

You will partner with Sales, Marketing, Operations, Risk, and Product to drive outcomes, refine CS motions, and maintain high CSAT as you scale multi-product adoption and upsell opportunities.

Qualifikationen

• 5+ years in implementation, CSM or AM with a proven track record.
• Experience building and leading 3+ CSM/AM teams.
• Strong data analytics using Salesforce, Looker, and Excel.

Aufgaben

• Lead a team of 6-8 CSMs to drive onboarding and activation for ~60 activations per CSM.
• Develop and standardize implementation playbooks; coach and mentor individually.
• Collaborate cross-functionally with Sales, Marketing, Operations, Risk, and Product.
• Build and leverage AI tools and Salesforce dashboards to monitor CS outcomes.
• Report team performance and forecast to senior leadership.
• Own a voice of the customer; drive Ramp’s Mid Market CS motions.

Kenntnisse

Leadership

Coaching

Data analytics

Cross-functional collaboration

Forecasting

Mentoring

Communication

Strategic mindset

Buyer enablement

Ausbildung

CPA or equivalent

Tools

Salesforce

Looker

Excel

Jobbeschreibung

• 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
• 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

Benefits

• Comprehensive medical, dental, and vision insurance
• One Medical Membership
• 401(k) including an employer match
• Unlimited PTO
• Parental leave
• Monthly wellness stipend
• Pet Insurance
• Relocation support to move to NYC
• WFH stipend

Strong understanding of customer financial workflows, including AP/AR, spend controls, and month-end close processes; ability to coach CSMs on ROI-grounded conversations with controllers and finance leadersPrior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companiesProficiency in data analytics tools (Salesforce, Looker, and Excel) with the ability to leverage data to drive decisions, create systems, and identify process improvementsStrong collaboration and influencing skills across Sales, Product, Operations, and other GTM teams; demonstrated ability to represent Customer Success at a leadership levelProven ability to coach teams on selling the full platform, not just individual products; experience driving multi-product adoption, cross-sell, and upsell across a book of business3+ years of experience building and leading implementation or CSM teams with a proven track record of exceeding goalsComfort with and curiosity about AI tools and their application to CS workflows; ability to lead a team through AI-driven process transformation and evaluate how AI can augment CSM productivity and customer outcomesTrack record of pushing pace on input metrics, building repeatable playbooks, and optimizing systems and processes to improve team output5+ years of implementation, CSM or AM experience as an individual contributor, with a proven, consistent track record exceeding goalsAbility to identify trends, translate company strategy into team-level priorities, and drive initiatives that improve team metrics and organizational outcomesCPA or equivalent accounting certification, or deep working knowledge of accounting software (e.g. NetSuite, QuickBooks, Xero, Sage)Experience with financial services sales or selling into finance and accounting personasExperience at a high-growth startup in an enterprise or mid-market customer success environmentFamiliarity with contribution profit models or usage-based revenue metricsExperience leading teams through AI adoption or workflow automation initiatives