Manager, Scaled Customer Success

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. The role involves designing and leading programs to activate, retain, and grow Ramp’s micro-SMB customers through strategic and data-driven approaches.

Responsibilities:

• 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

Requirements:

• 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
• Customer‑facing or quota‑carrying experience with a track record of exceeding goals
• Experience building education content, webinars, or scaled training programs