Senior Customer Activation Manager | Scaled

Job description

ABOUT RAMP Ramp 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 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 expense coverage to NYC or SF (if 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. OTHER NOTICES 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 http://Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process. Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice