Manager, Customer Activation, Mid-Market

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 $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.

About the Role

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.

What You'll Do

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

What You Need

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.

Nice to Haves

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

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 email addresses and will never ask for payment or sensitive personal information during the hiring process.

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