The problems are high-stakes, data-dense, and unforgiving.

About the Role

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.

What You'll Do

• 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

What You Need

• 5+ years of implementation, CSM or AM experience as an individual contributor, with a proven, consistent track record exceeding goals

• 3+ years of experience building and leading implementation or CSM teams with a proven track record of exceeding goals

• Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies

• Ability to identify trends, translate company strategy into team-level priorities, and drive initiatives that improve team metrics and organizational outcomes

• Proven 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 business

• Track record of pushing pace on input metrics, building repeatable playbooks, and optimizing systems and processes to improve team output

• Strong collaboration and influencing skills across Sales, Product, Operations, and other GTM teams; demonstrated ability to represent Customer Success at a leadership level

• Comfort 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 outcomes

• 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 leaders

• Proficiency in data analytics tools (Salesforce, Looker, and Excel) with the ability to leverage data to drive decisions, create systems, and identify process improvements.

Nice to Haves

• CPA 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 personas

• Experience at a high-growth startup in an enterprise or mid-market customer success environment

• Familiarity with contribution profit models or usage-based revenue metrics

• Experience leading teams through AI adoption or workflow automation initiatives

• Flexible PTO

• 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

• Fertility HRA (up to $10,000 per year)

• Pet insurance

• In-office perks: lunch, snacks, drinks, and more

Canada

• Group medical, dental, and vision coverage through Sun Life

• Life, AD&D, and disability coverage

• Fertility drug coverage (up to $4,000 lifetime)

United Kingdom

• Private medical insurance through Freedom Elite

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