CSM, Mid-Market | Lifecycle

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

1. Own the post-implementation experience for a book of mid-market customers, with clear accountability for sustained adoption, customer satisfaction, and renewal readiness
2. 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
3. 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
4. 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
5. 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
6. 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
7. 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
8. 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
9. Bring customer feedback back into Ramp - surfacing patterns, gaps, and opportunities from your accounts to shape how Ramp evolves
10. 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

1. Experience with a consumption-based product where value is measured in usage or spend, not seats
2. Exposure to FP&A, accounting software ecosystems (NetSuite, Sage, QuickBooks, Xero), expense management, or CFO-adjacent workflows
3. Demonstrated commercial impact - retention, adoption, or renewal outcomes with specific metrics attached
4. Background at an AI-first or AI transformation company where rethinking workflows around AI was part of the product or culture
5. 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.