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Manager, Scaled Customer Success Strategy & Operations

Ramp· Sales
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Hybrid (San Francisco, CA), Hybrid (Remote (US)), Hybrid (New York, NY (HQ))$162.8k - $234kFull-timePosted 11mo ago

About the role

Strategic, data‑driven leader to shape the future of scaled customer success at Ramp by designing and operationalizing programs that activate, retain, and grow a portion of Ramp’s micro‑SMB customers at scale.

Responsibilities

  • 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.

Qualifications

  • 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
  • Proven success building or optimizing scalable programs and processes
  • Strong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes
  • Skilled at cross‑functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS

Skills

Required:Data-driven decision makingProgram design and scaleCross-functional leadershipPeople management
Nice to have:Customer education & enablement

Benefits

  • Flexible PTO
  • Centralized home-office equipment ordering
  • Health and wellness stipend
  • Budget for intra-office travel
  • Weekly coffee stipend
  • 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents (United States)
  • One Medical annual membership
  • 401(k), including employer match
  • 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 expense coverage to NYC or SF (if needed)
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Ramp

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