Senior Customer Activation & Onboarding Lead

Triwill Group; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

One Medical membership

401(k) with employer match

Fertility HRA

Parental leave

Pet insurance

Relocation support to NYC or SF

In-office perks: lunch, snacks, drinks

Job summary

Ramp is building the smart infrastructure for finance teams and is seeking a Senior Scaled Customer Success Manager to own onboarding and activation for a high-volume portfolio of micro-SMB and micro-MM customers. You will drive rapid Ramp adoption within 60 days through scalable motions and strong executive presence.

You’ll collaborate with Product, Engineering, and Support to improve playbooks, surface insights, and shape the customer strategy that fuels Ramp’s growth across a fast-paced

Qualifications

• 5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role in B2B SaaS.
• Proven success managing a high-volume book of business while consistently driving customer outcomes.
• Strong executive presence with the ability to lead confident, structured customer conversations and handle objections effectively.
• Experience balancing scale and personalization through group onboarding, automation, and targeted 1:1 engagement.
• Comfort working cross‑functionally with Product and Engineering to share feedback, troubleshoot issues, and ideate solutions.
• Data‑informed mindset with experience using metrics and signals to guide decisions and assess risk.
• Proven track record of meeting or exceeding key performance metrics in fast‑paced environments.
• High adaptability and comfort navigating ambiguity in a scaling organization.
• Strong curiosity about product design and the ability to communicate why Ramp works the way it does.

Responsibilities

• Own the end-to-end onboarding and activation of a large portfolio of micro-SMB and micro-MM customers, driving customers to full Ramp adoption within 60 days through efficient, scalable motions.
• Lead onboarding with strong executive presence, setting clear agendas, controlling call flow, and driving as much progress as possible in minimal touchpoints.
• Ensure fast, thorough, and complete implementation by educating customers on Ramp functionality, best practices, and the “why” behind key workflows.
• Confidently navigate and position Ramp’s full product suite, including Cards, Bill Pay, Travel, Treasury, and Accounting integrations, tailoring recommendations to customer workflows and business goals.
• Deeply understand customer workflows, pain points, and blockers, and problem-solve alongside Product, Engineering, and Support when needed.
• Drive revenue by minimizing implementation delays and reinforcing the value of Ramp as a core financial operating system.
• Use customer data, usage signals, and patterns to prioritize outreach, identify risk, and intervene proactively.
• Balance implementation work, follow-ups, proactive outreach, and group onboarding while maintaining a high bar for quality.
• Partner closely with Product to surface customer feedback, identify trends, and influence roadmap priorities.
• Identify opportunities to automate, standardize, and improve onboarding processes, contributing to playbooks, enablement materials, and scalable best practices.
• Act as a multiplier for the team by sharing insights, patterns, and coaching peers through examples and collaboration.
• Help maintain an industry-leading customer experience while operating at high volume and pace.

Skills

Customer Success

Account management

Executive presence

Cross-functional collaboration

Data-driven decisions

High-velocity environments

Problem solving

Communication

Stakeholder management

Education

Bachelor’s degree

Job description

Ramp is building the smart infrastructure for finance teams and is seeking a Senior Scaled Customer Success Manager to own onboarding and activation for a high-volume portfolio of micro-SMB and micro-MM customers. You will drive rapid Ramp adoption within 60 days through scalable motions and strong executive presence.

You’ll collaborate with Product, Engineering, and Support to improve playbooks, surface insights, and shape the customer strategy that fuels Ramp’s growth across a fast-paced