Manager, Commercial Customer Activation

ABOUT THE TEAM AND ROLE

We’re hiring a strategic, data‑driven leader to help scale Ramp’s Commercial CSM organization. The Commercial CSM team owns post‑sale onboarding, activation, and adoption for Ramp's Commercial segment: companies with 0–150 employees with meaningful card program potential. This role will lead a high‑volume, activation‑focused team that helps customers move from closed‑won to fully activated across Card, Bill Pay, Treasury, Travel, and Procurement while delivering an excellent client experience.

WHAT YOU'LL DO

- Own and evolve the Commercial CSM activation strategy, helping the team drive customers from closed‑won to successful launch and early adoption.

- Use data to diagnose activation bottlenecks, spend gaps, product adoption stalls, and customer risk across a high‑volume Commercial book.

- Build dashboards, run metric reviews, and turn insights into coaching, prioritization, and operating changes for the team.

- Develop tiering and prioritization frameworks that determine which accounts receive 1:1 CSM engagement, lighter digital touch, or self‑serve motions.

- Partner closely with AEs and AMs through the Commercial pod model to align on customer handoff, expansion opportunities, and risk.

- Partner with Product, Solutions, FinOps, Growth, and Data to unblock activation, improve workflows, and surface customer feedback.

- Improve team efficiency through automation, lifecycle communications, content, playbooks, and applied AI initiatives.

- Manage, coach, and develop a team of ~6–8 Commercial CSMs operating in a high‑volume activation motion.

- Drive team performance against TPV, customer penetration, D60/D90 activation, multi‑product adoption, and CSAT targets.

- Hire, train, and enable team members on Ramp’s product suite, Commercial customer journey, AE collaboration, account management, and activation playbooks.

WHAT YOU NEED

- 4+ years in customer success, implementation, revenue operations, business operations, consulting, or strategy within high‑growth B2B SaaS

- 2+ years of people management experience leading high‑performing CS, implementation, or operations teams

- Proven success coaching teams through high‑volume customer activation, onboarding, adoption, or revenue motions

- Strong analytical skills with the ability to turn customer data, spend trends, product usage, and funnel metrics into operational insights and measurable outcomes

- Strong commercial instincts — able to balance customer empathy with urgency around activation, TPV, customer penetration, and multi‑product adoption

- Skilled at cross‑functional leadership and influencing stakeholders across Sales, Product, Growth, Data, Solutions, FinOps, and CS

NICE TO HAVE

- Customer‑facing or quota‑carrying experience with a track record of exceeding goals

- Experience in onboarding, implementation, or activation for finance, spend management, payments, procurement, or other operational SaaS products

- Experience building playbooks, lifecycle programs, enablement content, or AI‑assisted workflows for high‑volume CS teams

WHAT SUCCESS LOOKS LIKE

In the first 6 months, this leader will have:

- Improved the Commercial CSM operating rhythm and strengthened account prioritization and coaching systems

- Measurably increased D60/D90 activation, TPV capture, multi‑product adoption, and CSAT across the Commercial segment

- Established recurring metrics reviews that surface funnel bottlenecks and spend gaps

- Improved AE/AM handoff and cross‑functional escalation workflows

- Built a high‑performing team of Commercial CSMs through clear standards, coaching, automation, content, and playbook improvements