About the Team and RoleWe're hiring a strategic, data-driven leader to help scale Ramp's Commercial CSM organization. The Commercial CSM team owns post-sale onboarding, activation, and adoption for Ramp's Commercial segment: companies with 0-150 employees with meaningful card program potential. This role will lead a high-volume, activation-focused team that helps customers move from closed-won to fully activated across Card, Bill Pay, Treasury, Travel, and Procurement while delivering an excellent client experience.
What You'll Do- Own and evolve the Commercial CSM activation strategy, helping the team drive customers from closed-won to successful launch and early adoption.
- Use data to diagnose activation bottlenecks, spend gaps, product adoption stalls, and customer risk across a high-volume Commercial book.
- Build dashboards, run metric reviews, and turn insights into coaching, prioritization, and operating changes for the team.
- Develop tiering and prioritization frameworks that determine which accounts receive 1:1 CSM engagement, lighter digital touch, or self-serve motions.
- Partner closely with AEs and AMs through the Commercial pod model to align on customer handoff, expansion opportunities, and risk.
- Partner with Product, Solutions, FinOps, Growth, and Data to unblock activation, improve workflows, and surface customer feedback.
- Improve team efficiency through automation, lifecycle communications, content, playbooks, and applied AI initiatives.
- Manage, coach, and develop a team of ~6-8 Commercial CSMs operating in a high-volume activation motion.
- Drive team performance against TPV, customer penetration, D60/D90 activation, multi-product adoption, and CSAT targets.
- Hire, train, and enable team members on Ramp's product suite, Commercial customer journey, AE collaboration, account management, and activation playbooks.
What You Need- 4+ years in customer success, implementation, revenue operations, business operations, consulting, or strategy within high-growth B2B SaaS
- 2+ years of people management experience leading high-performing CS, implementation, or operations teams
- Proven success coaching teams through high-volume customer activation, onboarding, adoption, or revenue motions
- Strong analytical skills with the ability to turn customer data, spend trends, product usage, and funnel metrics into operational insights and measurable outcomes
- Strong commercial instincts - able to balance customer empathy with urgency around activation, TPV, customer penetration, and multi-product adoption
- Skilled at cross-functional leadership and influencing stakeholders across Sales, Product, Growth, Data, Solutions, FinOps, and CS
Nice to Have- Customer-facing or quota-carrying experience with a track record of exceeding goals
- Experience in onboarding, implementation, or activation for finance, spend management, payments, procurement, or other operational SaaS products
- Experience building playbooks, lifecycle programs, enablement content, or AI-assisted workflows for high-volume CS teams
What Success Looks LikeIn the first 6 months, this leader will have:
- Improved the Commercial CSM operating rhythm and strengthened account prioritization and coaching systems
- Measurably increased D60/D90 activation, TPV capture, multi-product adoption, and CSAT across the Commercial segment
- Established recurring metrics reviews that surface funnel bottlenecks and spend gaps
- Improved AE/AM handoff and cross-functional escalation workflows
- Built a high-performing team of Commercial CSMs through clear standards, coaching, automation, content, and playbook improvements
Benefits available to all full-time Ramp employees (Global)- Flexible PTO
- Unlimited AI token usage
- 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 support to NYC or SF (as 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 InstructionsIf you are being referred for the role, please contact that person to apply on your behalf.
Other noticesPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Beware of recruiting scams: Ramp will only contact you through official [redacted].com email addresses and will never ask for payment or sensitive personal information during the hiring process.
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