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

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.

• 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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