Head of Customer Success

Ramp•New York City, NY

About The Position

As Head of Customer Success for Activation & Onboarding, you will own the critical implementation and activation portion of the customer journey. You will lead and scale functions across Scaled, Commercial, and Mid Market FTE segments, ensuring consistency in quality, speed, and outcomes. You will oversee front-line & second-line managers across a growing org of ~75 CSMs, and partner closely with Sales, Account Management, GTM Finance, CX and Product to drive positive outcomes for this segment. You will be accountable for key metrics including spend activation rate, product adoption rate, and time-to-value for new customers, and ultimately influence retention and expansion. As a key member of the sales leadership team, you will have the opportunity to help build and refine Ramp’s customer success and onboarding motion. This is a high-leverage, cross-functional role with both strategic and operational depth.

Requirements

Minimum 10 years of experience in Customer Success or Implementation, including 5+ years as a senior leader in fast-paced, high-growth SaaS environments.
Proven track record overseeing leaders and multi-layer orgs and driving measurable improvements in onboarding, activation, and adoption.
Metrics-driven leader with a history of optimizing activation performance by testing and tracking inputs that best drive adoption, retention, and time-to-value.
Demonstrated ability to use data and systems to scale onboarding operations, improve team efficiency, and forecast key business outcomes.
Clear passion for customer success, with proven ability to coach managers and guide teams in driving exceptional customer experiences.
Experience partnering cross-functionally with Sales, Product, Finance, and Operations to align on goals, share insights, and improve end-to-end customer outcomes.
Strong ability to articulate product and financial value to executive-level customers and coach teams to do the same
Proven people leader with a passion for hiring, developing, and retaining top talent through thoughtful org design and career planning.

Nice To Haves

Experience in financial services sales or selling to finance teams (e.g., Office of the CFO, accounting, controllers, expense management).

Responsibilities

Own the strategy, roadmap, and outcomes for customer activation and onboarding across Scaled, Commercial, and Mid‑Market segments.
Build high‑caliber teams of managers and ICs, ensuring clear career paths, training, and performance frameworks.
Identify best practices and refine playbooks, templates, and SOPs to scale onboarding effectively and repeatably.
Set and maintain a high‑performing culture and morale while improving tooling, systems, and processes to increase efficiency.
Develop and execute career development for direct reports and the broader org, including mentoring, coaching on sales skills, and enablement.
Instrument dashboards to proactively monitor activation effectiveness and increase team productivity.
Partner closely with Presales and Account Management to align incentives and strengthen handoffs throughout the GTM funnel.
Report on team performance and forecasts to senior leadership and channel early‑stage customer insights into product roadmaps.