Description
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.
Responsibilities:
- Own and evolve Ramp's self-service onboarding and activation strategy
- Use data to diagnose activation bottlenecks and drive recommendations
- Partner with Product to improve activation features and automation
- Lead customer education programs at scale
- Continuously improve systems and team efficiency
- Design, launch, and iterate scaled CS programs
- Manage, coach, and develop a team of 6-8 Scaled Customer Success Managers
- Drive team performance across activation, expansion, and CSAT targets
Requirements:
- 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 and measurable outcomes
Nice to Haves:
- Customer-facing or quota-carrying experience
- Experience building education content, webinars, or scaled training programs
Benefits:
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- 100% medical, dental & vision insurance coverage
- 401(k) with employer match
- Fertility HRA
- Parental leave
- Pet insurance
- In-office perks