Scaled CS Activation & Strategy Manager

Ramp; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

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

You’ll own self‑service onboarding, diagnose activation bottlenecks with dashboards, and partner with Product to improve activation features and automation.

Qualifications

• 4+ years in consulting, CS operations, revenue or business operations, or strategy within high-growth B2B SaaS
• 2+ years of people management experience
• Proven success building or optimizing scalable programs and processes
• Strong analytical skills with the ability to turn data into dashboards and insights
• 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

Data-driven leadership

Leadership

Cross-functional collaboration

Analytics

Strategic planning

Job description

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

You’ll own self‑service onboarding, diagnose activation bottlenecks with dashboards, and partner with Product to improve activation features and automation.