The opportunity
We’re hiring a strategic, data‑driven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain, and grow 50% of Ramp’s micro‑SMB customers who don’t receive white‑glove 1:1 support, blending…
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.
What they're looking for
- 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.
