Manager, Scaled Customer Success

About the Role

Ramp is at the forefront of financial technology, automating the flow of over $200B in annualized spend through its systems, and this role is crucial in ensuring that micro-SMB customers derive maximum value from the platform. The company's mission is to provide every ambitious company with the infrastructure it needs to manage billions efficiently, and the success of this role is key to achieving that mission.

The ideal candidate will have a strong background in consulting, customer success operations, revenue or business operations, or strategy within high-growth B2B SaaS companies. Experience in people management, particularly in leading high-performing customer success or operations teams, is essential. The role requires a unique blend of analytical skills, leadership abilities, and the capacity to influence senior stakeholders across various departments.

What You Will 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 We Are Looking For

• 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.
• Experience with Excel and other data analysis tools.

Nice to Have

• Customer-facing or quota-carrying experience with a track record of exceeding goals.
• Experience building education content, webinars, or scaled training programs.
• Familiarity with AI and automation technologies.

Benefits and Perks

• Flexible PTO to ensure a healthy work-life balance.
• Unlimited AI token usage for professional development and project needs.
• Centralized home-office equipment ordering to support remote work.
• Health and wellness stipend to promote employee well-being.
• Budget for intra-office travel for team meetings and collaboration.
• Weekly coffee stipend as a small gesture of appreciation for hard work.

• Be prepared to discuss your experience with data analysis tools like Excel and how you've used them to drive business decisions.
• Highlight your leadership skills, especially in managing remote teams and driving team performance.
• Showcase any experience you have with automation, AI, or content creation, as these are valuable assets in this role.
• Emphasize your ability to work cross-functionally and influence stakeholders across different departments.
• Practice discussing scenarios where you had to scale customer success programs or processes, focusing on the strategies you employed and the outcomes you achieved.
• Consider preparing examples of how you've improved systems and team efficiency through creative solutions or technology.