Manager of Scaled Customer Success

Join Ramp, a high-growth B2B SaaS company, as the Manager of Scaled Customer Success. In this strategic, data-driven role, you will design and lead programs to activate, retain, and grow 50% of Ramp's micro-SMB customers. You will own and evolve Ramp's self-service onboarding and activation strategy, use data to diagnose activation bottlenecks, and lead customer education programs at scale. You will also manage and develop a team of 6-8 Scaled Customer Success Managers and partner cross-functionally with CS, Sales, Product, Growth, and Data.

• Design, operationalize, and lead programs that activate, retain, and grow micro-SMB customers.
• Own and evolve Ramp’s self-service onboarding and activation strategy in partnership with Scaled CS leadership, Product, and Growth.
• Manage, coach, and develop a team of Scaled Customer Success Managers, driving team performance across activation, expansion, and CSAT targets.
• Proven success building or optimizing scalable programs and processes
• 4+ years in consulting, CS operations, revenue or business operations, or strategy within high‑growth B2B SaaS
• Skilled at cross‑functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS
• Strong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes
• 2+ years of people management experience leading high‑performing CS or operations teams
• Experience building education content, webinars, or scaled training programs
• Customer‑facing or quota‑carrying experience with a track record of exceeding goals