Head of Customer Success and Support

OnRamp • Boston, MA

3d • Onsite

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.

As Head of Customer Success and Support at OnRamp, you will own all post-sales customer facing teams: Onboarding, Customer Success, Support, and Customer Education. You will play a pivotal role in shaping our direction and delivering results that drive our company success as part of a growing team. You will collaborate closely across all company functions to ensure cross-functional alignment with customer needs and business goals.

Requirements

• Experience as a CSM in a B2B SaaS company
• Experience building and leading a growing team
• Experience with all post-sales SaaS functions
• Experience with SMB, Mid-Market, and Enterprise customers
• Strong analytical and problem-solving skills, with the ability to assess risks and make data-informed decisions.
• Exemplary communication and collaboration skills, with the ability to influence stakeholders and drive consensus.
• Proficiency with CRM (e.g., Salesforce, Hubspot) and popular productivity/workflow tools (e.g., JIRA) as well as familiarity and comfort supporting customer use of technical features such as integrations, webhooks, APIs, and similar technologies
• Strong process design skills
• Exceptional executive level customer facing communication, issue resolution, and expansion sales skills
• High comfort level with ambiguity and working on a small team in a fast moving environment.

Responsibilities

• Lead all aspects of our customer-facing post sales strategy, operations, and process development
• Own target attainment for NRR including both renewal and expansion quota.
• Manage a growing team of CSMs and Support staff, providing coaching, mentoring, and development
• Regularly engage and build executive level relationships with customers
• Collaborate with leadership across the company as required to align operations with our strategic initiatives and business plan
• Set quarterly CS team priorities by sequencing initiatives based on customer and revenue impact, and translate those priorities into scoped projects with clear owners, timelines, and success metrics
• Collaborate with Product and Engineering on customer escalation and ticket resolution process
• Collaborate with Product and Marketing on customer facing programs such as Beta Programs, Customer references and reviews, and Case-Study development
• Collaborate with Sales and Product Management to assess Enterprise prospect requirements and any service requirements resulting from those requirements
• Communicate customer needs and issues, as well as internal initiatives to relevant internal and external stakeholders, fostering transparency, buy-in and excitement
• Drive internal usage of the OnRamp platform in our own onboarding and customer lifecycle management
• Collaborate with Marketing to create and promote thought leadership content

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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed