Manager, Scaled Customer Success

Ramp
San Francisco, New York
Workplace: HybridFull timeUSD 146,600 - 233,975 annuallyFunction: Customer Success & Account ManagementExperience: 4+ yearsSkills: ["Leadership","Analytical thinking","Cross-functional collaboration","Communication","Problem-solving"]

Strategic, data-driven leader responsible for designing and operating scaled customer success programs, activating and retaining micro-SMB customers, and building a high-performing team of 6–8 Scaled Customer Success Managers. You’ll own self-serve onboarding, diagnose activation bottlenecks with dashboards, collaborate across Product, Growth, Data, Sales, and CS, and drive CSAT and activation outcomes at scale.

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Ramp
Ramp
2 months ago

Manager, Scaled Customer Success

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Last checked: 13 hours agoStatus: Live

Job Summary

Strategic, data-driven leader responsible for designing and operating scaled customer success programs, activating and retaining micro-SMB customers, and building a high-performing team of 6–8 Scaled Customer Success Managers. You’ll own self-serve onboarding, diagnose activation bottlenecks with dashboards, collaborate across Product, Growth, Data, Sales, and CS, and drive CSAT and activation outcomes at scale.
Location: San Francisco, New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key 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.

Pay and Benefits

Salary: USD 146,600 - 233,975 annually
Equity and Bonus:Equity
Perks:Paid Leave401kHealth InsuranceRemote WorkRelocation

Key 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
  • •Cross-functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS
Experience:4+ yearsB2B SaaSCustomer SuccessSoftware as a Service
Skills:LeadershipAnalytical thinkingCross-functional collaborationCommunicationProblem-solving

Company Brief

Ramp
Provides an AI-enabled finance operations platform offering corporate cards, expense management, bill payments, procurement, travel, treasury, and automated accounting to help finance teams save time and money.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: New York, United States
Founded: 2019
Glassdoor
Glassdoor: 4.2
WebsiteLinkedInGlassdoor