Manager, Customer Success

Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 15,000 businesses on Ramp to save an average 5% and close their books 8x faster.

Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year.

Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, LinkedIn’s #1 Top Startup in the U.S., a CNBC Disruptor, and a TIME100 Most Influential Company.

About the Role

You will be a front-line manager to a group of 6-8 Customer Success Managers, who each manage a book of ~50-70 customers in Ramp's SMB andMid-Market portfolio. You will be responsible for 1:1 coaching and mentoring, as well as developing strategy and working closely with leaders across Sales, Marketing, Operations, Risk, Product, and the executive team to drive positive outcomes for this segment. 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.

What You’ll Do

• Set and maintain a high-performing culture and morale by managing a group of exceptional 6-8 Customer Success Managers to drive thorough and efficient onboarding of new Ramp customers
• Hire and train new Customer Success Managers on Ramp’s product, buyer personas, competition, and tools through various methods (ie. role-plays)
• Develop and execute career development and leadership plans for direct reports; inclusive of but not limited to daily 1:1 mentoring, coaching on sales skills, enhancing product knowledge, providing call feedback, and running enablement sessions
• Oversee the daily activities and quota performance management of individual CSMs to ensure team exceeds product onboarding and spend activation goals, while maintaining strong CSAT
• Build and leverage Salesforce dashboards to monitor the success of our customers and the performance of the team
• Report on team performance and forecast to senior leadership
• Improve team output and efficiency over time by optimizing systems and processes
• Establish a library of playbook resources for the Customer Success team
• Represent the Customer Success team cross-functionally with leaders of other departments

What You’ll Need

• Minimum of 2 years of quota-carrying sales or Customer Success experience as an individual contributor, with a proven, consistent track record exceeding goals
  • Cross and upsell experience is a plus
• Minimum of 5 years of experience building and leading sales or Customer Success teams with a proven track record of exceeding goal
• Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies
• A passion and excitement for hiring, with a thoughtful approach to team planning and development
• Ability to articulate technical product, and financial value points to customers, including executive leaders
• Proficiency in data analytics tools (ie. Salesforce, Looker, and Excel)
• Ability to leverage data to drive decisions, create systems, and identify process improvements to improve efficiency
• Strong collaboration and influencing skills, demonstrated through excellent communication and presentation skills

Nice to Haves

• Experience with Accounting Software (e.g. Netsuite, QuickBooks, Xero, Sage) and/or Accounting (CPA)
• Experience with financial services sales
• Experience at a high-growth startup

Benefits (for U.S.-based full-time employees)

• 100% medical, dental & vision insurance coverage for you
  • Partially covered for your dependents
  • One Medical annual membership
• 401k (including employer match on contributions made while employed by Ramp)
• Flexible PTO
• Fertility HRA (up to $5,000 per year)
• WFH stipend to support your home office needs
• Wellness stipend
• Parental Leave
• Relocation support
• Pet insurance