5+ years in Customer Success, Account Management, Sales, or related B2B SaaS role
Proven ability to manage a high-volume customer portfolio
Strong executive presence to lead structured customer discussions
Experience balancing efficient group onboarding with personalized engagement
Ability to collaborate cross-functionally with Product and Engineering
Skilled in using data to inform customer strategies and assess risk
Demonstrated success in fast-paced environments with measurable performance metrics
Responsibilities
Own end-to-end onboarding and activation for a large portfolio of customers
Lead customer onboarding meetings with clear agendas and controlled call flow
Educate customers on Ramp functionality and best practices
Tailor recommendations based on customer workflows and business goals
Analyze customer pain points and collaborate with internal teams to solve problems
Drive revenue by minimizing implementation lags and promoting Ramp's value
Utilize customer data to prioritize outreach and proactively intervene
Benefits
100% medical, dental & vision insurance coverage for employees
401k plan with employer matching
Flexible paid time off policy
Fertility health reimbursement account
Parental leave policy
Pet insurance offerings
Centralized home-office equipment ordering
Health and wellness stipend
In-office perks including meals and beverages
Support for intra-office travel
Relocation assistance for positions based in NYC or SF
Full Job Description
About the Role
Customer Success Managers at Ramp drive value for customers and revenue for the business by ensuring fast, effective onboarding and activation of newly closed customers. As a Senior Scaled CSM, you'll play a critical role in delivering high-quality outcomes at scale while helping shape the processes, playbooks, and customer strategy that fuel Ramp's growth.
You'll own a high-volume portfolio of micro-SMB and micro-MM customers, balancing efficiency and personalization through strong judgment, structured execution, and thoughtful use of scalable motions. This role is ideal for someone who thrives in fast-paced environments, operates with high ownership, and consistently drives customer outcomes.
What You'll Do
Own the end-to-end onboarding and activation of a large portfolio of micro-SMB and micro-MM customers, driving customers to full Ramp adoption within 60 days through efficient, scalable motions.
Lead onboarding with strong executive presence, setting clear agendas, controlling call flow, and driving as much progress as possible in minimal touchpoints.
Ensure fast, thorough, and complete implementation by educating customers on Ramp functionality, best practices, and the "why" behind key workflows.
Confidently navigate and position Ramp's full product suite, including Cards, Bill Pay, Travel, Treasury, and Accounting integrations, tailoring recommendations to customer workflows and business goals.
Deeply understand customer workflows, pain points, and blockers, and problem-solve alongside Product, Engineering, and Support when needed.
Drive revenue by minimizing implementation delays and reinforcing the value of Ramp as a core financial operating system.
Use customer data, usage signals, and patterns to prioritize outreach, identify risk, and intervene proactively.
Balance implementation work, follow-ups, proactive outreach, and group onboarding while maintaining a high bar for quality.
Partner closely with Product to surface customer feedback, identify trends, and influence roadmap priorities.
Identify opportunities to automate, standardize, and improve onboarding processes, contributing to playbooks, enablement materials, and scalable best practices.
Act as a multiplier for the team by sharing insights, patterns, and coaching peers through examples and collaboration.
Help maintain an industry-leading customer experience while operating at high volume and pace.
What You'll Need
5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role in B2B SaaS.
Proven success managing a high-volume book of business while consistently driving customer outcomes.
Strong executive presence with the ability to lead confident, structured customer conversations and handle objections effectively.
Experience balancing scale and personalization through group onboarding, automation, and targeted 1:1 engagement.
Comfort working cross-functionally with Product and Engineering to share feedback, troubleshoot issues, and ideate solutions.
Data-informed mindset with experience using metrics and signals to guide decisions and assess risk.
Proven track record of meeting or exceeding key performance metrics in fast-paced environments.
High adaptability and comfort navigating ambiguity in a scaling organization.
Strong curiosity about product design and the ability to communicate why Ramp works the way it does.
Nice to Haves
Bachelor's degree from an accredited university.
Experience with accounting or ERP systems such as NetSuite, QuickBooks, Xero, or Sage.
Background in financial services, fintech, or payments.
Experience at a high-growth startup or in a scaled Customer Success organization.
Prior experience contributing to enablement materials, playbooks, or process improvements.
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 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 Instructions
If you are being referred for the role, please contact that person to apply on your behalf.
