Manager, Scaled Customer Success

Ramp; New York (NY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible PTO

Unlimited AI token usage

Health and wellness stipend

401(k) with employer match

Parental leave of up to 16 weeks at 100% pay

Job summary

Ramp is looking for a strategic leader to enhance customer success processes. This role requires managing a team, utilizing data to optimize self-service onboarding, and ensuring high customer satisfaction.

The ideal candidate will have experience in B2B SaaS, and strong analytical skills. Benefits include flexible PTO and comprehensive insurance coverage.

Qualifications

• 4+ years in consulting, CS operations, revenue, or business operations.
• 2+ years of people management experience.
• Proven success building scalable programs.

Responsibilities

• Design and lead customer success programs.
• Analyze data to identify onboarding bottlenecks.
• Create education programs for customer onboarding.

Skills

Consulting

CS Operations

Revenue Operations

Business Operations

Strategy

Analytical Skills

Cross-functional leadership

Education

B2B SaaS experience

Experience in people management

Job description

About Ramp

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ 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 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

We’re hiring a strategic, data‑driven leader to shape the future of scaled customer success at Ramp. This role 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, blending strategy, systems, and people leadership to drive impact at scale.

What You’ll Do

• 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.

What You Need

• 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

Nice to Haves

• Customer‑facing or quota‑carrying experience with a track record of exceeding goals
• Experience building education content, webinars, or scaled training programs

What Success Looks Like

In the first 6 months, this leader will have launched and iterated scaled activation programs that measurably increase self‑serve activation and early retention, established a recurring metrics review with dashboards that surface funnel bottlenecks, and lifted team efficiency and CSAT through process, automation, and content improvements while developing a high‑performing team of 6–8 sCSMs.

Benefits available to all full-time Ramp employees (Global)

• Flexible PTO
• Unlimited AI token usage
• Centralized home‑office equipment ordering
• Health and wellness stipend
• Budget for intra‑office travel
• Weekly coffee stipend

United States

• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
• One Medical annual membership
• 401(k), including employer match on contributions made while employed by Ramp
• Fertility HRA (up to $10,000 per year)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
• Pet insurance
• In‑office perks: lunch, snacks, drinks, and more
• Relocation support to NYC or SF (as needed)

Canada

• Group medical, dental, and vision coverage through Sun Life
• Life, AD&D, and disability coverage
• Fertility drug coverage (up to $4,000 lifetime)
• Group Retirement Plan with employer match (RRSP + DPSP)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
• Employee Assistance Program and virtual care through Lumino Health

United Kingdom

• Private medical insurance through Freedom Elite
• Virtual GP and at‑home care via eMed x Livi
• Workplace pension through Penfold, with salary sacrifice option
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.

Other notices

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

Beware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.

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