Associate Manager, Premier Support (Customer Experience)

Ramp builds smart financial infrastructure for finance teams, automating payments, risk management, spend categorization, and accounting workflows. The Associate Manager will lead and develop the Premier Support team serving enterprise and strategic accounts, owning team performance, escalations, account partnerships, operational processes, and AI-powered support workflows.

Responsibilities:

• Lead and develop a team of senior specialists. Run weekly 1:1s, give feedback that changes behavior, and build development plans that grow real ownership and judgment. Know your people well enough to make coaching specific
• Own performance directly. Set a clear bar, recognize and grow your strongest people, and address gaps early and honestly. You'll have the hard conversations yourself, with a plan and a follow-through
• Own your team's results. Quality, responsiveness, and SLA delivery across the accounts your team supports - plus the day-to-day mechanics that get you there: triage by account risk, load balancing, coverage, and on-call rotation
• Own escalations. Be the point of accountability when a strategic account escalates - driving it to resolution, keeping partners informed, and making sure it gets raised cleanly to Product or Engineering when it needs to
• Partner with Account Management. Work shoulder-to-shoulder on shared accounts: surfacing risk, feeding product and account signals back, and making Premier a partner they rely on
• Use data to decide. Read the quality, SLA, escalation, and volume trends; find the root cause; turn it into coaching or a process change
• Build what's missing. Turn recurring patterns from your accounts into durable playbooks, documentation, and processes. Manage capacity as the book grows, so quality scales faster than headcount
• Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion AI-powered workflows, help your team get fluent, and shape how these tools evolve. Comfort with new technology isn't optional - we are all builders at Ramp
• Lead through change. Premier will look different in six months. You'll make that feel manageable for your team, and you'll anticipate the next change before it arrives

Requirements:

• Minimum 2 years of people-management experience - direct accountability for others' performance, development, and difficult conversations
• Minimum 4 years in customer-facing support, technical account management, or customer success, including experience with enterprise or complex B2B accounts
• Demonstrated ability to manage performance honestly and effectively - you can point to a time you turned someone around, and a time you concluded you couldn't
• Proven experience leading a team through significant change - a reorg, a new operating model, a tooling migration and evidence of how you kept the team steady
• Strong analytical instincts - you work from data, find root causes, and can defend a decision with evidence
• Excellent written and verbal communication - you can be crisp with executives, clear with your team, and calm with an escalating customer
• Comfort leading in ambiguity, where you're building the process while running it
• Experience using AI tools to improve support or account workflows - research, drafting, process automation
• Availability to flex outside standard hours when accounts require it, including a weekend on-call rotation and occasional holiday coverage
• You've managed a named book of B2B accounts or led a team that did, and you understand the difference between closing a ticket and protecting a relationship
• You've built something: an AI-powered workflow, an automation, a reporting layer your team actually uses. Not "I used AI to analyze data" but "I found a gap, figured out how to close it, and shipped it."
• You've stood up a team or function from an early stage, and you know what breaks at 6 people versus 15
• You've partnered closely with Customer Success, Account Management, or Sales, and can speak to how you handled the tension when priorities diverged
• Background in FinTech or financial services; comfort with ERP and accounting systems (NetSuite, Workday, Sage Intacct)
• You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code
• Experience in a premium, dedicated, or VIP support model at a high-growth company