Manager, Scaled Customer Success
Lead scaled customer success programs for Ramp's micro-SMB customers by owning self-service onboarding, activation, and education at scale. Manage and develop a team of 6-8 CSMs while partnering cross-functionally with Product, Growth, and Data to optimize processes, automation, and metrics for retention and expansion.
About the job
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
Skills
Customer Success, Data Analysis, Dashboards, Process Optimization, Automation, Applied Ai, Cross-Functional Leadership, People Management, B2B SaaS, Onboarding Strategy, Customer Education, Metrics Review
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