Manager, Scaled Customer Success Strategy & Operations

About the role

Ramp is seeking a strategic, data‑driven leader to shape and scale its customer success program for micro‑SMB customers who use the self‑service product. The role blends strategy, systems design, and people leadership to activate, retain and grow a large customer base without white‑glove support.

Key responsibilities

• Own and evolve the 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 at scale through group trainings, video content, chatbot optimization and lifecycle communications.
• Continuously improve systems and team efficiency via automation, content and applied AI initiatives.
• Manage, coach and develop a team of 6–8 Scaled Customer Success Managers handling ~300 new customers each month.
• Drive team performance across activation, expansion and CSAT targets while fostering ownership and excellence.

Required profile

• 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 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.

Required skills

• Data analysis and dashboard creation.
• Automation and applied AI concepts.
• Customer education content creation (videos, webinars, chatbot flows).
• Cross‑functional collaboration.

What we offer

• Flexible PTO and home‑office equipment ordering.
• Comprehensive health, dental and vision coverage.
• 401(k) with employer match and additional retirement plans.
• Fertility HRA, parental leave up to 16 weeks at 100% pay, and pet insurance.
• Relocation expense coverage to NYC or SF if needed.
• Weekly coffee stipend and in‑office perks such as lunch, snacks and drinks.