5+ years in customer success, account management, or consulting with a strong retention record
Experience managing a customer book post-launch with measurable results
Proactive problem-solver with a customer-first mindset
Fluency in AI tools for daily operations and customer interactions
Ability to articulate financial impact to clients effectively
Data-driven approach to account management and risk assessment
Technical acumen to integrate Ramp into customer finance systems
Builder mindset to shape processes in a new team environment
Responsibilities
Own post-implementation experience for mid-market customers, ensuring adoption and satisfaction
Guide customers to maximize the use of purchased products and features
Act as a finance workflow expert, advising customers on evolving needs
Build strong relationships with finance leadership to maintain account stability
Collaborate with Account Management on business reviews, focusing on financial metrics
Identify growth opportunities and drive activation for new products
Utilize data to monitor account health and preemptively address challenges
Incorporate customer feedback to influence Ramp's product evolution
Develop scalable programs and processes for the Lifecycle team
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 for employees in the U.S.
401(k) with employer match
Fertility HRA up to $10,000 per year
Parental leave up to 16 weeks at 100% pay
Pet insurance
In-office perks including lunch and snacks
Full Job Description
About the Role
Ramp's Mid-Market Customer Success Managers on the Lifecycle team don't stop at go-live - they make sure customers keep getting more from Ramp as their business grows. Ramp has grown its product suite significantly over the last several years. As we've matured as an organization, our customer relationships have grown more complex too: customers are buying more of the platform at once, running it across more entities and teams, and relying on it for more of how their finance function operates. Hitting an activation milestone doesn't mean the job's finished. Too often, a feature that could solve a real problem goes unused because no one is there to show how it would work in that customer's business.
That's where you come in. This is a role for people who understand how finance teams actually run, who think in years rather than quarters, and who already use AI the way surgeons use instruments: not occasionally, not as an experiment, but as the default way they work. You'll own the customer experience after implementation for a book of mid-market customers, partnering with Account Management on long-term account strategy. You'll also be one of the first Lifecycle CSMs on a newly formed team, helping define how Ramp earns and keeps the trust of its customers.
What You'll Do
Own the post-implementation experience for a book of mid-market customers, with clear accountability for sustained adoption, customer satisfaction, and renewal readiness
Drive sustained adoption by understanding each customer's goals and guiding them toward the workflows that improve outcomes for their business - including the products and features they've already purchased but haven't fully put to work
Act as each customer's expert in finance workflows: understand how they run their business, advise on decisions as their needs change, and make the value of new Ramp capabilities clear in their context
Build multi-threaded relationships in every account, including finance leadership relationships you own, so the account stays steady through change like a new Controller or CFO
Partner with Account Management on QBRs and business reviews, quantifying Ramp's impact in the language CFOs and Controllers care about - close cycle improvement, spend visibility, savings, and ROI - not just product usage metrics
Spot opportunities for growth and bring them to Account Management, who owns renewals and expansion; as customers add products, drive ongoing activation so they reach value quickly
Run your book on data: monitor usage, CP, and risk signals, prioritize where your time goes, and get ahead of challenges and escalations before they reach renewal
Use AI tools daily to prepare for customer calls, build materials, synthesize data, identify account risk, and operate at a pace traditional methods can't match
Bring customer feedback back into Ramp - surfacing patterns, gaps, and opportunities from your accounts to shape how Ramp evolves
Turn what works into repeatable plays, programs, and automations that scale across your book and the team
What You'll Need
5+ years of customer-facing experience in customer success, account management, or consulting, with a proven, consistent track record of retaining customers and exceeding goals
Experience owning a book of customers past launch and through renewal, with measurable retention, adoption, or satisfaction results; finance or fintech context is a plus but not required
A customer experience mindset - you get ahead of problems before customers raise them and own escalations through resolution
AI fluency as a daily habit - you already use AI tools habitually to prep for calls, synthesize information, build customer-facing materials, and automate repetitive tasks; this is how you work, not something you're exploring
Ability to communicate Ramp's impact in financial terms - walking a Controller through the value Ramp has delivered and connecting adoption to P&L outcomes
A data-driven approach to managing a book - you prioritize based on usage, revenue, and risk signals and can spot an at-risk account well before renewal
Technical and systems acumen to understand how Ramp fits into a customer's finance stack, diagnose what's blocking adoption, and bring in the right technical partner
A builder mindset - this team is new, and you're energized by shaping the playbooks, programs, and rituals that define how Lifecycle CSMs work while running your own book; you bring structure to ambiguity and iterate quickly
Strong collaboration and influencing skills across Sales, Account Management, Product, Operations, and other GTM teams
Nice to Haves
Experience with a consumption-based product where value is measured in usage or spend, not seats
Exposure to FP&A, accounting software ecosystems (NetSuite, Sage, QuickBooks, Xero), expense management, or CFO-adjacent workflows
Demonstrated commercial impact - retention, adoption, or renewal outcomes with specific metrics attached
Background at an AI-first or AI transformation company where rethinking workflows around AI was part of the product or culture
High-growth or startup experience with comfort operating in ambiguity and rapid change
Benefits available to all full-time Ramp employees (Global)
Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
United States
100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
One Medical annual membership
401(k), including employer match on contributions made while employed by Ramp
Fertility HRA (up to $10,000 per year)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
Pet insurance
In-office perks: lunch, snacks, drinks, and more
Relocation expense coverage to NYC or SF (if needed)
Canada
Group medical, dental, and vision coverage through Sun Life
Life, AD&D, and disability coverage
Fertility drug coverage (up to $4,000 lifetime)
Group Retirement Plan with employer match (RRSP + DPSP)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
Employee Assistance Program and virtual care through Lumino Health
United Kingdom
Private medical insurance through Freedom Elite
Virtual GP and at-home care via eMed x Livi
Workplace pension through Penfold, with salary sacrifice option
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay
Referral Instructions
If you are being referred for the role, please contact that person to apply on your behalf.
About RAMP Holdings
RAMP Holdings is a software company that provides video and audio search solutions to clients in various industries. The company was founded in 2008 and is headquartered in New York City. RAMP's products include a video platform, a media management system, and a transcription service. The company has worked with clients such as NBCUniversal, Fox News, and the PGA Tour.
