Manager, Scaled Customer Success Strategy & Operations

About Ramp Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it. About the Role We’re hiring a strategic, data‑driven 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 micro‑SMB customers who don’t receive white‑glove 1:1 support, blending strategy, systems, and people leadership to drive impact at scale. What You'll Do Own and evolve Ramp’s self‑service 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 data‑backed recommendations. Partner with Product to improve activation features and automation that enhance self‑onboarding. 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 cross‑functionally with CS, Sales, Product, Growth, and Data to align scaled strategy with company goals. What You Need 4+ years in consulting, CS operations, revenue or business operations, or strategy within high‑growth B2B SaaS 2+ years of people management experience leading high‑performing 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 cross‑functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS Nice to Haves Customer‑facing or quota‑carry