Associate Manager, Premier Support (Customer Experience)

Ramp
New York
Workplace: HybridFull timeUSD 100,000 - 132,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Performance management","Communication","Stakeholder management"]

Lead and develop a small team of senior Premier Support specialists serving Ramp’s most complex enterprise customers. Own team performance, quality, responsiveness, and SLA delivery across high-stakes accounts, driving escalations to resolution. Partner with Account Management while using data to find root causes and shape durable playbooks. Champion AI-powered CX workflows and help the new team scale from a playbook that isn’t finished yet.

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FursaFursa
Ramp
Ramp
1 day ago

Associate Manager, Premier Support (Customer Experience)

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead and develop a small team of senior Premier Support specialists serving Ramp’s most complex enterprise customers. Own team performance, quality, responsiveness, and SLA delivery across high-stakes accounts, driving escalations to resolution. Partner with Account Management while using data to find root causes and shape durable playbooks. Champion AI-powered CX workflows and help the new team scale from a playbook that isn’t finished yet.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of senior Premier Support specialists through 1:1s, feedback, and development plans.
  • •Own performance and outcomes, setting expectations, recognizing strengths, and addressing gaps early.
  • •Ensure quality, responsiveness, and SLA delivery, including triage by account risk, load balancing, coverage, and on-call rotation.
  • •Own escalations as the point of accountability for strategic accounts, driving issues to resolution and escalating cleanly to Product or Engineering when needed.
  • •Use data to identify root causes and turn recurring patterns into durable playbooks, documentation, and processes while adopting AI-powered CX workflows.

Pay and Benefits

Salary: USD 100,000 - 132,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth InsuranceDentalVision401kParental LeavePet InsuranceRelocation

Key Requirements

  • •2+ years of people-management experience with direct accountability for performance, development, and difficult conversations.
  • •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, including turning people around and concluding when it wasn’t working.
  • •Proven experience leading a team through significant change (e.g., reorg, new operating model, tooling migration).
  • •Strong analytical instincts and excellent written/verbal communication, including handling escalations calmly with evidence.
Skills:LeadershipCoachingPerformance managementCommunicationStakeholder management
Tech Stack:AISLANetSuiteWorkdaySage IntacctAPIsBank integrations

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
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