Manager of Scaled Customer Success Strategy & Operations

• 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
• Own 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 Success Looks Like:
• In 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

• Comprehensive medical, dental, and vision insurance
• One Medical Membership
• 401(k) including an employer match
• Unlimited PTO
• Parental leave
• Monthly wellness stipend
• Pet Insurance
• Relocation support to move to NYC
• WFH stipend

• Proven success building or optimizing scalable programs and processes
• 4+ years in consulting, CS operations, revenue or business operations, or strategy within high‑growth B2B SaaS
• 2+ years of people management experience leading high‑performing CS or operations teams
• Skilled at cross‑functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS
• Strong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes
• Customer‑facing or quota‑carrying experience with a track record of exceeding goals
• Experience building education content, webinars, or scaled training programs