Manager, Scaled Customer Success Strategy & Operations

Ramp Business Corporation•San Francisco, CA

52d

About The Position

We're hiring a strategic, dataâdriven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain, and grow 50% of Ramp's microâSMB customers who don't receive whiteâglove 1:1 support, blending strategy, systems, and people leadership to drive impact at scale.

Requirements

4+ years in consulting, CS operations, revenue or business operations, or strategy within highâgrowth B2B SaaS
2+ years of people management experience leading highâperforming CS or operations teams
Proven success building or optimizing scalable programs and processes
Strong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes
Skilled at crossâfunctional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS

Nice To Haves

Customerâfacing or quotaâcarrying experience with a track record of exceeding goals
Experience building education content, webinars, or scaled training programs

Responsibilities

Own and evolve Ramp's selfâservice onboarding and activation strategy in partnership with Scaled CS leadership, Product, and Growth.
Use data to diagnose activation bottlenecks, build dashboards, run metric reviews, and drive dataâbacked recommendations.
Partner with Product to improve activation features and automation that enhance selfâonboarding.
Lead customer education programs at scale: group onboarding trainings, video content, chatbot optimization, and lifecycle communications.
Continuously improve systems and team efficiency through automation, content, and applied AI initiatives.
Design, launch, and iterate scaled CS programs that improve outcomes across thousands of customers.
Manage, coach, and develop a team of 6-8 Scaled Customer Success Managers, each handling ~300 monthly new customers.
Drive team performance across activation, expansion, and CSAT targets while fostering ownership and excellence.
Hire, train, and enable team members on Ramp's product, customer journey, and playbooks.
Partner crossâfunctionally with CS, Sales, Product, Growth, and Data to align scaled strategy with company goals.