Original listing text, shown exactly as published by the company.
About the Role
Customer Success Managers at Ramp drive value for customers and revenue for the business by ensuring fast, effective onboarding and activation of newly closed customers. As a Senior Scaled CSM, you’ll play a critical role in delivering high-quality outcomes at scale while helping shape the processes, playbooks, and customer strategy that fuel Ramp’s growth.
You’ll own a high-volume portfolio of micro-SMB and micro-MM customers, balancing efficiency and personalization through strong judgment, structured execution, and thoughtful use of scalable motions. This role is ideal for someone who thrives in fast-paced environments, operates with high ownership, and consistently drives customer outcomes.
What You’ll Do
- Own the end-to-end onboarding and activation of a large portfolio of micro-SMB and micro-MM customers, driving customers to full Ramp adoption within 60 days through efficient, scalable motions.
- Lead onboarding with strong executive presence, setting clear agendas, controlling call flow, and driving as much progress as possible in minimal touchpoints.
- Ensure fast, thorough, and complete implementation by educating customers on Ramp functionality, best practices, and the “why” behind key workflows.
- Confidently navigate and position Ramp’s full product suite, including Cards, Bill Pay, Travel, Treasury, and Accounting integrations, tailoring recommendations to customer workflows and business goals.
- Deeply understand customer workflows, pain points, and blockers, and problem-solve alongside Product, Engineering, and Support when needed.
- Drive revenue by minimizing implementation delays and reinforcing the value of Ramp as a core financial operating system.
- Use customer data, usage signals, and patterns to prioritize outreach, identify risk, and intervene proactively.
- Balance implementation work, follow-ups, proactive outreach, and group onboarding while maintaining a high bar for quality.
- Partner closely with Product to surface customer feedback, identify trends, and influence roadmap priorities.
- Identify opportunities to automate, standardize, and improve onboarding processes, contributing to playbooks, enablement materials, and scalable best practices.
- Act as a multiplier for the team by sharing insights, patterns, and coaching peers through examples and collaboration.
- Help maintain an industry-leading customer experience while operating at high volume and pace.
What You’ll Need
- 5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role in B2B SaaS.
- Proven success managing a high-volume book of business while consistently driving customer outcomes.
- Strong executive presence with the ability to lead confident, structured customer conversations and handle objections effectively.
- Experience balancing scale and personalization through group onboarding, automation, and targeted 1:1 engagement.
- Comfort working cross-functionally with Product and Engineering to share feedback, troubleshoot issues, and ideate solutions.
- Data-informed mindset with experience using metrics and signals to guide decisions and assess risk.
- Proven track record of meeting or exceeding key performance metrics in fast-paced environments.
- High adaptability and comfort navigating ambiguity in a scaling organization.
- Strong curiosity about product design and the ability to communicate why Ramp works the way it does.
Nice to Haves
- Bachelor’s degree from an accredited university.
- Experience with accounting or ERP systems such as NetSuite, QuickBooks, Xero, or Sage.
- Background in financial services, fintech, or payments.
- Experience at a high-growth startup or in a scaled Customer Success organization.
- Prior experience contributing to enablement materials, playbooks, or process improvements.
