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Ramp is building smart financial infrastructure for businesses, automating how over $275B in annualized spend flows through 85,000+ companies. The company handles payment authorization, risk flagging, spend categorization, and financial close processes.
You will manage a team of 6-8 Customer Success Managers (CSMs), each handling approximately 60 customer activations in Ramp's Mid-Market segment. Your core responsibilities include developing and standardizing implementation best practices, providing 1:1 coaching and mentoring, building a repeatable and scalable customer activation motion that drives growth without proportional team expansion, and collaborating with leaders across Sales, Marketing, Operations, Risk, and Product.
Key responsibilities:
- Set and maintain a high-performing culture by managing CSMs to drive thorough and efficient onboarding and product activation for medium/large customers
- Oversee daily activities and quota performance management to ensure the team exceeds product onboarding and spend activation goals while maintaining strong customer satisfaction
- Refine best practice playbooks and improve team efficiency by optimizing systems and processes
- Develop and execute career development and leadership plans for direct reports, including daily 1:1 mentoring, sales coaching, product knowledge enhancement, call feedback, and enablement sessions
- Act as a voice of the customer and key contributor to retaining and expanding the Mid-Market segment
- Build and leverage internal AI tools and Salesforce dashboards to monitor customer success and team performance
- Report on team performance and forecasts to senior leadership
- Represent the CSM team cross-functionally with other departments
Requirements:
- 5+ years of implementation, CSM, or account management experience as an individual contributor with a proven track record of exceeding goals
- 3+ years of experience building and leading implementation or CSM teams with a proven track record of exceeding goals
- Demonstrated success in fast-paced, results-oriented go-to-market environments, ideally at SaaS companies
- Ability to identify trends, translate company strategy into team-level priorities, and drive initiatives that improve team metrics and organizational outcomes
- Proven ability to coach teams on selling the full platform and driving multi-product adoption, cross-sell, and upsell
- Track record of pushing pace on input metrics, building repeatable playbooks, and optimizing systems and processes
- Strong collaboration and influencing skills across Sales, Product, Operations, and other go-to-market teams; demonstrated ability to represent Customer Success at a leadership level
- Comfort with and curiosity about AI tools and their application to CS workflows; ability to lead a team through AI-driven process transformation
- Strong understanding of customer financial workflows, including AP/AR, spend controls, and month-end close processes; ability to coach CSMs on ROI-grounded conversations with controllers and finance leaders
- Proficiency in data analytics tools (Salesforce, Looker, and Excel) with the ability to leverage data to drive decisions, create systems, and identify process improvements
Nice to haves:
- CPA or equivalent accounting certification, or deep working knowledge of accounting software (NetSuite, QuickBooks, Xero, Sage)
- Experience with financial services sales or selling into finance and accounting personas
- Experience at a high-growth startup in an enterprise or mid-market customer success environment
- Familiarity with contribution profit models or usage-based revenue metrics
- Experience leading teams through AI adoption or workflow automation initiatives
