Manager, Scaled Customer Success

What You'll 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 You Need

• 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.

Nice to Haves

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

What Success Looks Like

In the first 6 months, this leader will have launched and iterated scaled activation programs that measurably increase self-serve activation and early retention, established a recurring metrics review with dashboards that surface funnel bottlenecks, and lifted team efficiency and CSAT through process, automation, and content improvements while developing a high-performing team of 6–8 sCSMs.

Benefits

• Flexible PTO
• Unlimited AI token usage
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• 100% medical, dental & vision insurance coverage (US)
• 401(k) with employer match
• Fertility HRA (up to $10,000 per year)
• Parental leave: up to 16 weeks at 100% pay
• Pet insurance
• In-office perks: lunch, snacks, drinks
• Relocation support to NYC or SF