Manager, Scaled Customer Success

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 strategy, systems, and people leadership to drive impact at scale.

- 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.

- 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.

- 4+ years in consulting, CS operations, revenue or business operations, or strategy within high‑growth B2B SaaS

- 2+ years of people management experience leading high‑performing CS or operations teams

- Proven success building or optimizing scalable programs and processes

- Strong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes

- Skilled at cross‑functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS

- Customer‑facing or quota‑carrying experience with a track record of exceeding goals

- Experience building education content, webinars, or scaled training programs

In the first 6 months, this leader will have launched and iterated scaled activation programs that measurably increase self‑serve activation and early retention, established a recurring metrics review with dashboards that surface funnel bottlenecks, and lifted team efficiency and CSAT through process, automation, and content improvements while developing a high‑performing team of 6–8 sCSMs.