5+ years of experience in Customer Success, Account Management, Sales, or related roles in B2B SaaS.
Experience managing a high-volume book of business and delivering customer results.
Strong command in leading structured, confident customer conversations.
Ability to balance scalability and personalization in customer engagement.
Experience collaborating with Product and Engineering teams on feedback and issues.
Data-driven approach, utilizing metrics for guidance and risk assessment.
Proven track record of meeting key performance metrics under pressure.
Responsibilities
Own onboarding and activation of micro-SMB and micro-MM customers, ensuring Ramp adoption within 60 days.
Lead onboarding sessions with clear agendas and controlled interactions to maximize progress.
Educate customers on Ramp functionalities and best practices for thorough implementation.
Effectively position Ramp's product suite tailored to customer needs and goals.
Identify and navigate customer pain points, collaborating with internal teams for solutions.
Minimize implementation delays and reinforce Ramp's value proposition in customer operations.
Leverage customer data to prioritize outreach and proactively mitigate risks.
Benefits
100% coverage for medical, dental & vision insurance for employees plus partial coverage for dependents.
401k plan with employer matching contributions.
Flexible Paid Time Off (PTO).
Fertility Health Reimbursement Account (HRA) up to $10,000 annually.
Generous parental leave policy.
Pet insurance options available.
Home-office equipment ordered centrally for ease of access.
Health and Wellness stipend provided.
In-office perks including meals, snacks, and drinks.
Budget support for intra-office travel needs.
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.
