# Associate Manager, Premier Support

**Company:** [Ramp](https://hotfix.jobs/companies/ramp)
**Location:** New York, NY, San Francisco, CA, Denver, CO, Miami, FL
**Role:** Customer Success
**Salary:** $100k – $132k/yr
**Experience:** 5+ years
**Skills:** AI Tools, Process Automation, Data Analysis, Root Cause Analysis, Sla Management, Account Escalation, ERP Systems, NetSuite, Workday, Sage Intacct, APIs, Bank Integrations
**Posted:** 2026-08-11

> Leads a senior Premier Support team serving complex enterprise accounts, owning people development, performance, escalations, SLAs, and operational scale. Requires 2+ years of people management and 4+ years in enterprise support, technical account management, or customer success.

## Job Description

## Responsibilities
- Lead and develop a team of senior Premier Support specialists through weekly 1:1s, behavior-changing feedback, and development plans.
- Set performance standards, recognize strong performance, address gaps, and manage difficult conversations.
- Own quality, responsiveness, SLA delivery, account-risk triage, load balancing, coverage, and on-call rotations.
- Lead escalations for strategic accounts, drive issues to resolution, keep partners informed, and coordinate escalation to Product or Engineering.
- Partner with Account Management on shared accounts, surfacing risks and feeding customer and product signals back to the business.
- Analyze quality, SLA, escalation, and volume trends to identify root causes and inform coaching or process changes.
- Build playbooks, documentation, and processes from recurring customer patterns.
- Manage capacity as the customer book grows.
- Adopt and champion AI-powered workflows and help the team become fluent with AI tools.
- Lead the team through ongoing organizational and operational change.

## Requirements
- At least 2 years of people-management experience, with direct accountability for performance, development, and difficult conversations.
- At least 4 years of experience in customer-facing support, technical account management, or customer success, including enterprise or complex B2B accounts.
- Experience managing performance effectively and honestly.
- Experience leading a team through significant change, such as a reorganization, new operating model, or tooling migration.
- Strong analytical and root-cause analysis skills.
- Excellent written and verbal communication skills, including executive communication and customer escalation management.
- Comfort leading in ambiguity while building processes and operating them.
- Experience using AI tools to improve support or account workflows, including research, drafting, or process automation.
- Availability outside standard hours when required, including weekend on-call rotations and occasional holiday coverage.

## Nice-to-haves
- Experience managing a named B2B account book or leading a team that did so.
- Experience building AI-powered workflows, automation, or reporting systems.
- Experience standing up a team or function from an early stage.
- Close partnership experience with Customer Success, Account Management, or Sales.
- FinTech or financial services background.
- Familiarity with ERP and accounting systems such as NetSuite, Workday, or Sage Intacct.
- Ability to discuss APIs, bank integrations, and accounting software integrations.
- Experience with premium, dedicated, or VIP support models at a high-growth company.

## Compensation and Benefits
- NYC and SF pay range: **$108,000–$132,000**.
- All other locations pay range: **$100,000–$125,000**.
- Flexible PTO, home-office equipment, health and wellness stipend, intra-office travel budget, and weekly coffee stipend.
- 100% medical, dental, and vision coverage for U.S. employees, with partial dependent coverage.
- One Medical membership, 401(k) with employer match, fertility HRA, parental leave, pet insurance, and in-office perks.
- Relocation support to NYC or SF as needed.

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