Manager, Commercial Customer Activation

What You'll Do

• Own and evolve the Commercial CSM activation strategy, helping the team drive customers from closed-won to successful launch and early adoption.
• Use data to diagnose activation bottlenecks, spend gaps, product adoption stalls, and customer risk across a high-volume Commercial book.
• Build dashboards, run metric reviews, and turn insights into coaching, prioritization, and operating changes for the team.
• Develop tiering and prioritization frameworks that determine which accounts receive 1:1 CSM engagement, lighter digital touch, or self-serve motions.
• Partner closely with AEs and AMs through the Commercial pod model to align on customer handoff, expansion opportunities, and risk.
• Partner with Product, Solutions, FinOps, Growth, and Data to unblock activation, improve workflows, and surface customer feedback.
• Improve team efficiency through automation, lifecycle communications, content, playbooks, and applied AI initiatives.
• Manage, coach, and develop a team of ~6–8 Commercial CSMs operating in a high-volume activation motion.
• Drive team performance against TPV, customer penetration, D60/D90 activation, multi-product adoption, and CSAT targets.
• Hire, train, and enable team members on Ramp’s product suite, Commercial customer journey, AE collaboration, account management, and activation playbooks.

What You Need

• 4+ years in customer success, implementation, revenue operations, business operations, consulting, or strategy within high-growth B2B SaaS.
• 2+ years of people management experience leading high-performing CS, implementation, or operations teams.
• Proven success coaching teams through high-volume customer activation, onboarding, adoption, or revenue motions.
• Strong analytical skills with the ability to turn customer data, spend trends, product usage, and funnel metrics into operational insights and measurable outcomes.
• Strong commercial instincts — able to balance customer empathy with urgency around activation, TPV, customer penetration, and multi-product adoption.
• Skilled at cross-functional leadership and influencing stakeholders across Sales, Product, Growth, Data, Solutions, FinOps, and CS.

Nice to Have

• Customer-facing or quota-carrying experience with a track record of exceeding goals.
• Experience in onboarding, implementation, or activation for finance, spend management, payments, procurement, or other operational SaaS products.
• Experience building playbooks, lifecycle programs, enablement content, or AI-assisted workflows for high-volume CS teams.

Benefits

• Flexible PTO, unlimited AI token usage, health and wellness stipend, weekly coffee stipend.
• 100% medical, dental & vision insurance coverage (US), 401(k) with employer match, fertility HRA up to $10k/year, parental leave up to 16 weeks at 100% pay.
• Relocation support to NYC or SF (as needed).