New York, New York, United States
Onsite
Not Available
Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ 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 7.5% 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.
You will be a front-line manager to a group of 6-8 CSMs, who each manage ~60 Activations at a given time in Ramp’s Mid Market portfolio. You will be responsible for developing and standardizing implementation best practices, 1:1 coaching and mentoring, building a repeatable and scalable customer activation motion that enables growth without proportional increases in team size, and working closely with leaders across Sales, Marketing, Operations, Risk, and Product to drive positive outcomes for this segment. As a key member of the Mid Market CSM leadership team, you will have the opportunity to help build and refine Ramp’s customer success and onboarding motion.
Set and maintain a high-performing culture and morale by managing a group of exceptional CSMs to drive thorough and efficient onboarding and product activation for Ramp’s medium/large customers
Oversee the daily activities and quota performance management of individual CSMs to ensure team exceeds product onboarding and spend activation goals, while maintaining strong CSAT
Refine best practice playbooks for the CSM team, and improve team output and efficiency over time by optimizing systems and processes
Develop and execute career development and leadership plans for direct reports; inclusive of but not limited to daily 1:1 mentoring, coaching on sales skills, enhancing product knowledge, providing call feedback, and running enablement sessions
Act as a voice of the customer and key contributor retaining and expanding Ramp’s Mid Market segment
Build and leverage internal AI tools and Salesforce dashboards to monitor the success of our customers and the performance of the team
Report on team performance and forecast to senior leadership
Represent the CSM team cross-functionally with leaders of other departments
5+ years of implementation, CSM or AM experience as an individual contributor, with a proven, consistent track record exceeding goals
3+ years of experience building and leading implementation or CSM teams with a proven track record of exceeding goals
Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies
Ability to identify trends, translate company strategy into team-level priorities, and drive initiatives that improve team metrics and organizational outcomes
Proven ability to coach teams on selling the full platform, not just individual products; experience driving multi-product adoption, cross-sell, and upsell across a book of business
Track record of pushing pace on input metrics, building repeatable playbooks, and optimizing systems and processes to improve team output
Strong collaboration and influencing skills across Sales, Product, Operations, and other GTM teams; demonstrated ability to represent Customer Success at a leadership level
Comfort with and curiosity about AI tools and their application to CS workflows; ability to lead a team through AI-driven process transformation and evaluate how AI can augment CSM productivity and customer outcomes
Strong understanding of customer financial workflows, including AP/AR, spend controls, and month-end close processes; ability to coach CSMs on ROI-grounded conversations with controllers and finance leaders
Proficiency in data analytics tools (Salesforce, Looker, and Excel) with the ability to leverage data to drive decisions, create systems, and identify process improvements.
CPA or equivalent accounting certification, or deep working knowledge of accounting software (e.g. NetSuite, QuickBooks, Xero, Sage)
Experience with financial services sales or selling into finance and accounting personas
Experience at a high-growth startup in an enterprise or mid-market customer success environment
Familiarity with contribution profit models or usage-based revenue metrics
Experience leading teams through AI adoption or workflow automation initiatives
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
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 expense coverage to NYC or SF (if needed)
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
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
If you are being referred for the role, please contact that person to apply on your behalf.
Pursuant 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.
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