Manager, Customer Activation, Mid-Market

Ramp•New York, NY

2d•$174,000 - $266,000

About The Position

Ramp is hiring a Manager, Customer Activation, to lead a team of 6–8 Customer Success Managers (CSMs) in its Mid-Market portfolio. Each CSM manages approximately 60 customer activations at a time. The manager will develop and standardize implementation best practices, coach and mentor direct reports, and build a repeatable, scalable activation motion that supports growth without proportional increases in team size. This role works closely with leaders across Sales, Marketing, Operations, Risk, and Product to drive positive outcomes for the segment, and contributes to building and refining Ramp’s customer success and onboarding approach.

Requirements

At least 5 years of individual-contributor experience in implementation, customer success management, or account management, with a consistent record of exceeding goals.
At least 3 years of experience building and leading implementation or CSM teams, with a record of exceeding goals.
Demonstrated success in fast-paced, results-oriented go-to-market environments; SaaS experience is ideal.
Ability to identify trends, translate company strategy into team priorities, and lead initiatives that improve team metrics and organizational outcomes.
Ability to coach teams to sell a full platform and drive multi-product adoption, cross-sell, and upsell across a book of business.
Track record of driving 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 go-to-market teams, including the ability to represent Customer Success at a leadership level.
Comfort with and curiosity about AI tools, and ability to lead AI-driven process transformation and assess how AI can improve CSM productivity and customer outcomes.
Strong understanding of customer financial workflows, including accounts payable and receivable, spend controls, and month-end close; ability to coach CSMs on ROI-focused conversations with controllers and finance leaders.
Proficiency with Salesforce, Looker, and Excel, and ability to use data to make decisions, create systems, and identify process improvements.

Nice To Haves

CPA or equivalent accounting certification, or deep working knowledge of accounting software such as NetSuite, QuickBooks, Xero, or Sage.
Experience in financial services sales or selling to 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.

Responsibilities

Manage a group of CSMs to deliver thorough and efficient onboarding and product activation for medium and large customers, while maintaining team culture and morale.
Oversee CSMs’ daily activities and quota performance to exceed onboarding and spend activation goals while maintaining strong CSAT.
Refine team playbooks and optimize systems and processes to improve output and efficiency.
Develop career and leadership plans for direct reports through one-on-one mentoring, sales coaching, product education, call feedback, and enablement sessions.
Represent the voice of the customer and contribute to retaining and expanding Ramp’s Mid-Market segment.
Build and use internal AI tools and Salesforce dashboards to monitor customer success and team performance.
Report on team performance and forecasts to senior leadership.
Represent the CSM team in cross-functional work with leaders from other departments.

Benefits

Flexible PTO.
Centralized home-office equipment ordering.
Health and wellness stipend.
Budget for intra-office travel.
Weekly coffee stipend.
United States: 100% medical, dental, and vision coverage for the employee, with partial dependent coverage.
United States: One Medical annual membership.
United States: 401(k) with employer match on contributions made while employed by Ramp.
United States: Fertility HRA of up to $10,000 per year.
United States: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only at 100% pay.
United States: Pet insurance.
United States: In-office lunch, snacks, drinks, and other perks.
Relocation expense coverage to New York City or San Francisco, if needed.
Canada: Group medical, dental, and vision coverage through Sun Life.
Canada: Life, AD&D, and disability coverage.
Canada: Fertility drug coverage up to $4,000 lifetime.
Canada: Group Retirement Plan with employer match (RRSP + DPSP).
Canada: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only at 100% pay, with additional time available at reduced pay.
Canada: Employee Assistance Program and virtual care through Lumino Health.
United Kingdom: Private medical insurance through Freedom Elite.
United Kingdom: Virtual GP and at-home care via eMed x Livi.
United Kingdom: Workplace pension through Penfold, with a salary sacrifice option.
United Kingdom: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only at 100% pay, with additional time available at reduced pay.