Senior Lead, Mid-Market Customer Activation

Ramp; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible PTO

Centralized home-office equipment

Health and wellness stipend

Intra-office travel budget

Weekly coffee stipend

Job summary

Ramp is seeking a front-line manager for a team of 6–8 CSMs in Ramp’s Mid Market portfolio, responsible for developing and standardizing implementation best practices, 1:1 coaching, and building a repeatable, scalable activation motion that enables growth without proportional increases in team size.

You’ll collaborate with Sales, Marketing, Operations, Risk, and Product to drive outcomes for mid-market customers and help shape Ramp’s customer success and onboarding motion, including AI-enabled

Qualifications

• 5+ years of implementation, CSM or AM experience with a proven track record of exceeding goals.
• 3+ years of experience building and leading implementation or CSM teams with a proven track record of exceeding goals.
• Proven ability to coach teams on selling the full platform and driving multi-product adoption.

Responsibilities

• Set and maintain a high-performing culture and morale by managing a group of exceptional CSMs to drive 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 onboarding and activation goals with strong CSAT.
• Refine best practice playbooks for the CSM team and improve efficiency by optimizing systems and processes.
• Develop and execute career development and leadership plans for direct reports with daily coaching and 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 success and performance.
• Report on team performance and forecast to senior leadership.
• Represent the CSM team cross-functionally with leaders of other departments.

Skills

CSM leadership

Coaching

Salesforce

Looker

Excel

AI tools

Data analytics

Cross-functional collab

Tools

Salesforce

Looker

Excel

Job description

Ramp is seeking a front-line manager for a team of 6–8 CSMs in Ramp’s Mid Market portfolio, responsible for developing and standardizing implementation best practices, 1:1 coaching, and building a repeatable, scalable activation motion that enables growth without proportional increases in team size.

You’ll collaborate with Sales, Marketing, Operations, Risk, and Product to drive outcomes for mid-market customers and help shape Ramp’s customer success and onboarding motion, including AI-enabled