Customer Success Manager
About The Position
OnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors (we just raised our $15M Series A) and trusted by Fortune 15 companies, we’re redefining how companies bring new customers online. Our Customer Success team is on a mission to deliver best-in-class services and support to our customers. Our CSM’s are product experts as well as relationship people. They lead our customer onboarding leveraging the OnRamp platform. At OnRamp we believe in achieving as few handoffs as possible. Through their guidance our customers become experts in the OnRamp platform and create onboarding journeys for their customers. Customer Success Managers (CSMs) are trusted advisors responsible for driving customer retention and adoption outcomes. This means ensuring our customers realise measurable ROI, adopt OnRamp deeply, and see long-term success with our platform. You’ll use the OnRamp platform to guide customer onboarding as well as AI-native tools to ensure customer value. By focusing on Gross Revenue Retention (GRR) and assisting to drive Net Revenue Retention (NRR), you’ll help us deliver both customer value and business growth.
Requirements
- Adept at being a product expert
- Passionate about enabling customers to execute their goals and master the product
- Experienced in owning, maintaining, and driving customer relationships
- Comfortable adopting new technologies quickly, with experience leveraging AI tools and predictive insights to scale your impact.
- Excellent communicator - clear, confident, and empathetic across phone, written, and in-person settings.
- Strong business acumen, with the ability to link OnRamp’s solutions to customer outcomes and ROI.
- Highly organised, with a high attention to detail, proactive, and able to prioritise effectively across a diverse portfolio of customers.
- Resilient, adaptable, and motivated to thrive in a fast-paced, AI-enabled environment.
Nice To Haves
- Experience with HubSpot, Salesforce and / or integration a plus
- Boston based interested in a Hybrid work environment
Responsibilities
- Primary ownership and accountability for ensuring customer growth, delight, and business value
- Build and foster relationships with key decision makers and execution stakeholders
- Engage customers in strategy conversations, to derive maximum value from their investment in OnRamp
- Onboard customers using the OnRamp platform
- Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success
- Monitor customer health and create risk mitigation plans and Identify and develop new opportunities for expanding customer's usage of new products
- Collaborate with other OnRamp teams, and executive leadership, to ensure adoption and successful customer renewals
- Resolve customer inquiries by sharing your expertise and sharing knowledge articles
- Be accountable for the retention of your customers along with providing forecasting insights to our Account Management team around upcoming renewals
- Continuously improve your own skills by leveraging AI, data, and product knowledge
- Embody OnRamp’s Culture by prioritizing the customer, being curious, aligning, adapting, and going forward as a team
Benefits
- Work directly with enterprise and mid-market clients, including Fortune 15 companies
- Join a high-growth SaaS company that just raised its $15M Series A led by top investors
- Be part of a collaborative, ownership-driven culture
- Highly competitive cash compensation, equity, and benefits
- Boston-based, 3+ days a week in-office
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
