Key skills
Customer Success ManagementCustomer ActivationOnboardingRevenue OperationsBusiness OperationsConsultingB2B SaaSPeople ManagementCoachingData AnalysisSpend Trend AnalysisProduct Usage AnalysisFunnel Metrics AnalysisOperational InsightsCommercial Customer SuccessStakeholder InfluenceGrowth CollaborationData CollaborationSolutions CollaborationFinancial Operations CollaborationProcurementPlaybook DevelopmentLifecycle Program DevelopmentEnablement Content CreationAI-assisted Workflow DevelopmentCommercial InstinctsAISaaSLeadershipCollaborationCustomer SuccessAccount ManagementSales
About this role
Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. They are seeking a strategic, data-driven leader to help scale their Commercial Customer Success Management organization, focusing on post-sale onboarding, activation, and adoption for companies with significant card program potential.
Responsibilities:
- Own and evolve the Commercial CSM activation strategy, helping the team drive customers from closed‑won to successful launch and early adoption
- Use data to diagnose activation bottlenecks, spend gaps, product adoption stalls, and customer risk across a high‑volume Commercial book
- Build dashboards, run metric reviews, and turn insights into coaching, prioritization, and operating changes for the team
- Develop tiering and prioritization frameworks that determine which accounts receive 1:1 CSM engagement, lighter digital touch, or self‑serve motions
- Partner closely with AEs and AMs through the Commercial pod model to align on customer handoff, expansion opportunities, and risk
- Partner with Product, Solutions, FinOps, Growth, and Data to unblock activation, improve workflows, and surface customer feedback
- Improve team efficiency through automation, lifecycle communications, content, playbooks, and applied AI initiatives
- Manage, coach, and develop a team of ~6–8 Commercial CSMs operating in a high‑volume activation motion
- Drive team performance against TPV, customer penetration, D60/D90 activation, multi‑product adoption, and CSAT targets
- Hire, train, and enable team members on Ramp’s product suite, Commercial customer journey, AE collaboration, account management, and activation playbooks
Requirements:
- 4+ years in customer success, implementation, revenue operations, business operations, consulting, or strategy within high‑growth B2B SaaS
- 2+ years of people management experience leading high‑performing CS, implementation, or operations teams
- Proven success coaching teams through high‑volume customer activation, onboarding, adoption, or revenue motions
- Strong analytical skills with the ability to turn customer data, spend trends, product usage, and funnel metrics into operational insights and measurable outcomes
- Strong commercial instincts — able to balance customer empathy with urgency around activation, TPV, customer penetration, and multi‑product adoption
- Skilled at cross‑functional leadership and influencing stakeholders across Sales, Product, Growth, Data, Solutions, FinOps, and CS
- Customer‑facing or quota‑carrying experience with a track record of exceeding goals
- Experience in onboarding, implementation, or activation for finance, spend management, payments, procurement, or other operational SaaS products
- Experience building playbooks, lifecycle programs, enablement content, or AI‑assisted workflows for high‑volume CS teams