Senior Customer Activation Manager | Scaled

ABOUT THE ROLE

Customer Success Managers at Ramp drive value for customers and revenue for the business by ensuring fast, effective onboarding and activation of newly closed customers. As a Senior Scaled CSM, you’ll play a critical role in delivering high-quality outcomes at scale while helping shape the processes, playbooks, and customer strategy that fuel Ramp’s growth.

You’ll own a high-volume portfolio of micro-SMB and micro-MM customers, balancing efficiency and personalization through strong judgment, structured execution, and thoughtful use of scalable motions. This role is ideal for someone who thrives in fast-paced environments, operates with high ownership, and consistently drives customer outcomes.

WHAT YOU’LL DO

- Own the end-to-end onboarding and activation of a large portfolio of micro-SMB and micro-MM customers, driving customers to full Ramp adoption within 60 days through efficient, scalable motions.

- Lead onboarding with strong executive presence, setting clear agendas, controlling call flow, and driving as much progress as possible in minimal touchpoints.

- Ensure fast, thorough, and complete implementation by educating customers on Ramp functionality, best practices, and the “why” behind key workflows.

- Confidently navigate and position Ramp’s full product suite, including Cards, Bill Pay, Travel, Treasury, and Accounting integrations, tailoring recommendations to customer workflows and business goals.

- Deeply understand customer workflows, pain points, and blockers, and problem-solve alongside Product, Engineering, and Support when needed.

- Drive revenue by minimizing implementation delays and reinforcing the value of Ramp as a core financial operating system.

- Use customer data, usage signals, and patterns to prioritize outreach, identify risk, and intervene proactively.

- Balance implementation work, follow-ups, proactive outreach, and group onboarding while maintaining a high bar for quality.

- Partner closely with Product to surface customer feedback, identify trends, and influence roadmap priorities.

- Identify opportunities to automate, standardize, and improve onboarding processes, contributing to playbooks, enablement materials, and scalable best practices.

- Act as a multiplier for the team by sharing insights, patterns, and coaching peers through examples and collaboration.

- Help maintain an industry-leading customer experience while operating at high volume and pace.

WHAT YOU’LL NEED

- 5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role in B2B SaaS.

- Proven success managing a high-volume book of business while consistently driving customer outcomes.

- Strong executive presence with the ability to lead confident, structured customer conversations and handle objections effectively.

- Experience balancing scale and personalization through group onboarding, automation, and targeted 1:1 engagement.

- Comfort working cross-functionally with Product and Engineering to share feedback, troubleshoot issues, and ideate solutions.

- Data-informed mindset with experience using metrics and signals to guide decisions and assess risk.

- Proven track record of meeting or exceeding key performance metrics in fast-paced environments.

- High adaptability and comfort navigating ambiguity in a scaling organization.

- Strong curiosity about product design and the ability to communicate why Ramp works the way it does.

NICE TO HAVES

- Bachelor’s degree from an accredited university.

- Experience with accounting or ERP systems such as NetSuite, QuickBooks, Xero, or Sage.

- Background in financial services, fintech, or payments.

- Experience at a high-growth startup or in a scaled Customer Success organization.

- Prior experience contributing to enablement materials, playbooks, or process improvements.