Manager, Scaled Customer Success (New York)

About RampRamp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.The problems are high-stakes, data-dense, and unforgiving.We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same.If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.About the Role We’re hiring a strategic, data‑driven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain, and grow 50% of Ramp’s micro‑SMB customers who don’t receive white‑glove 1:1 support, blending strategy, systems, and people leadership to drive impact at scale.What You'll DoOwn and evolve Ramp’s self‑service onboarding and activation strategy in partnership with Scaled CS leadership, Product, and Growth.Use data to diagnose activation bottlenecks, build dashboards, run metric reviews, and drive data‑backed recommendations.Partner with Product to improve activation features and automation that enhance self‑onboarding.Lead customer education programs at scale: group onboarding trainings, video content, chatbot optimization, and lifecycle communications.Continuously improve systems and team efficiency through automation, content, and applied AI initiatives.Design, launch, and iterate scaled CS programs that improve outcomes across thousands of customers.Manage, coach, and develop a team of 6–8 Scaled Customer Success Managers, each handling ~300 monthly new customers.Drive team performance across activation, expansion, and CSAT targets while fostering ownership and excellence.Hire, train, and enable team members on Ramp’s product, customer journey, and playbooks.Partner cross‑functionally with CS, Sales, Product, Growth, and Data to align scaled strategy with company goals.What You Need4+ years in consulting, CS operations, revenue or business operations, or strategy within high‑growth B2B SaaS2+ years of people management experience leading high‑performing CS or operations teamsProven success building or optimizing scalable programs and processesStrong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomesSkilled at cross‑functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CSNice to HavesCustomer‑facing or quota‑carrying experience with a track record of exceeding goalsExperience building education content, webinars, or scaled training programsWhat Success Looks LikeIn the first 6 months, this leader will have launched and iterated scaled activation programs that measurably increase self‑serve activation and early retention, established a recurring metrics review with dashboards that surface funnel bottlenecks, and lifted team efficiency and CSAT through process, automation, and content improvements while developing a high‑performing team of 6–8 sCSMs.Benefits available to all full-time Ramp employees (Global)Flexible PTOCentralized home-office equipment orderingHealth and wellness stipendBudget for intra-office travelWeekly coffee stipendUnited States100% medical, dental & vision insurance coverage for you, with partial coverage for dependentsOne Medical annual membership401(k), including employer match on contributions made while employed by RampFertility HRA (up to $10,000 per year)Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% payPet insuranceIn-office perks: lunch, snacks, drinks, and moreRelocation support to NYC or SF (as needed)CanadaGroup medical, dental, and vision coverage through Sun LifeLife, AD&D, and disability coverageFertility 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 payEmployee Assistance Program and virtual care through Lumino HealthUnited KingdomPrivate medical insurance through Freedom EliteVirtual GP and at-home care via eMed x LiviWorkplace pension through Penfold, with salary sacrifice optionParental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced payReferral 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 @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.Ramp Applicant Privacy NoticeCompensation Range: $146,600 - $233,975LocationSan Francisco, CA; New York, NY (HQ); Remote (US)Employment TypeFull timeLocation TypeHybridDepartmentSalesCompensationSF/NYOTE $162,800 – $233,975 • Offers Equity • Offers Commission • 80/20 splitNationwideOTE $146,600 – $210,950 • Offers Equity • Offers Commission • 80/20 splitThe final compensation will depend on the location and level at which the candidate is hired.