# Manager, Commercial Customer Activation

**Company:** [Ramp](https://hotfix.jobs/companies/ramp)
**Location:** New York, NY, San Francisco, CA
**Role:** Customer Success
**Salary:** $166k – $253k/yr
**Experience:** 4+ years
**Skills:** Customer Success, People Management, Revenue Operations, Business Operations, Data Analysis, Dashboarding, Cross-Functional Leadership, Saas Onboarding, Playbooks, AI Workflows
**Posted:** 2026-07-08

> Lead a high-volume Commercial Customer Success team at Ramp to drive post-sale activation, onboarding, and adoption for small businesses across finance products. Requires 4+ years B2B SaaS experience and 2+ years managing CS/ops teams, with strong data-driven and cross-functional skills.

## Job Description

## 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).

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