Manager, Scaled Customer Success

Overview

ABOUT RAMP Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving.

What you'll do

• 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.

Requirements

• Practical experience with Go, RAG, Scala.
• Experience level: 4+ yrs.
• Strong written and verbal communication in English.
• Comfortable working on-site in San Francisco, CA.

Skills