Head of Customer Success at Ramp

San Francisco, California, United States

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$259,000 – $395,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Minimum 10 years of experience in Customer Success or Implementation, including 5+ years as a senior leader in fast-paced, high-growth SaaS environments
Proven track record overseeing leaders and multi-layer orgs and driving measurable improvements in onboarding, activation, and adoption
Metrics-driven leader with a history of optimizing activation performance by testing and tracking inputs that best drive outcomes

Responsibilities

Own the strategy, roadmap, and outcomes for customer activation and onboarding across Scaled, Commercial, and Mid-Market segments
Build high-caliber teams of managers and ICs, ensuring clear career paths, training, and performance frameworks
Identify best practices and refine playbooks, templates, and SOPs to scale onboarding effectively and repeatably
Set and maintain a high-performing culture and morale while improving tooling, systems, and processes to increase efficiency
Develop and execute career development for direct reports and the broader org, including mentoring, coaching on sales skills, and enablement
Instrument dashboards to proactively monitor activation effectiveness and increase team productivity
Partner closely with Presales and Account Management to align incentives and strengthen handoffs throughout the GTM funnel
Report on team performance and forecasts to senior leadership and channel early-stage customer insights into product roadmaps
Oversee front-line & second-line managers across a growing org of ~75 CSMs, and partner closely with Sales, Account Management, GTM Finance, CX and Product to drive positive outcomes for this segment
Be accountable for key metrics including spend activation rate, product adoption rate, and time-to-value for new customers, and ultimately influence retention and expansion

Skills

Key technologies and capabilities for this role

Customer SuccessOnboardingCustomer ActivationTeam LeadershipScaling OperationsMid-MarketCommercialImplementation

Questions & Answers

Common questions about this position

What is the salary range for the Head of Customer Success role?

The salary range is $259K - $395K.

Is this position remote or hybrid?

The position is hybrid.

What are the key responsibilities for this role?

You will own the strategy, roadmap, and outcomes for customer activation and onboarding across Scaled, Commercial, and Mid-Market segments, build high-caliber teams of managers and ICs, and identify best practices to scale onboarding.

What is the team size and structure under this role?

You will oversee front-line and second-line managers across a growing org of ~75 CSMs.

What experience makes a strong candidate for this position?

Strong candidates will have leadership experience in customer success, particularly in activation and onboarding, with the ability to build and scale high-performing teams across Scaled, Commercial, and Mid-Market segments.

Ramp

Corporate card and spend management platform

About Ramp

Ramp provides a corporate card and spend management platform that helps businesses track expenses and save money. The platform allows finance teams to manage corporate cards, expense reports, and bill payments in one place, and it integrates with tools like Slack for added convenience. Ramp serves a wide range of clients, from large enterprises to creative agencies, and aims to reduce overall expenses through its comprehensive financial tools. Unlike competitors such as Amex and Brex, Ramp generates revenue through interchange fees on card transactions and subscription fees for advanced features. The company's goal is to streamline financial operations for businesses and help them achieve significant cost savings.

New York City, New YorkHeadquarters

2019Year Founded

$1,096.3MTotal Funding

SERIES_DCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Competitive salaries: You never have to wonder how your pay compares. Our generous comp reflects our belief that you’ll take Ramp to the next level.

Comprehensive health plans: US-based employees get full medical, dental, and vision insurance coverage. Everyone gets a monthly stipend for personal wellness.

Professional development: Take advantage of our annual education stipends to stay on top of your personal growth.

Unlimited PTO: Flexible vacation days give you the time to step away, unwind, and recharge.

Risks

Increased competition from fintech startups could challenge Ramp's market position.

Economic downturns may reduce business spending, affecting Ramp's revenue streams.

The volatile travel industry poses risks to Ramp's new travel booking services.

Differentiation

Ramp integrates with popular tools like Slack and Workday for seamless financial operations.

The platform offers advanced accounting automations, reducing manual work for finance teams.

Ramp's use of stablecoins and modern financial instruments sets it apart from competitors.

Upsides

Ramp's integration with Workday enhances real-time data syncing and accounting automation.

The partnership with Priceline expands Ramp's services into the growing business travel sector.

Ramp's recent $750 million funding boosts its capacity for innovation and market expansion.

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