{"id":4221622,"url":"https://alion.io/job/ramp-csm-mid-market-lifecycle","title":"CSM, Mid-Market | Lifecycle","company":{"id":4342,"name":"Ramp","domain":"ramp.com","url":"https://alion.io/company/ramp","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":48,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":142000,"max":216000,"currency":"USD","period":"year","gross":null,"usd_annual":216000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":true,"has_equity":false,"technologies":[{"name":"QuickBooks","optional":true},{"name":"Xero","optional":true}],"status":"live","first_seen_at":"2026-11-13T00:09:32Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T05:22:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Ramp\nRamp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.\nThe problems are high-stakes, data-dense, and unforgiving.\nWe hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.\nThe median Ramp customer saves 7.5% and grows revenue 16% in their first year - far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same.\nIf you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.\nAbout the Role\nRamp's Mid-Market Customer Success Managers on the Lifecycle team don't stop at go-live - they make sure customers keep getting more from Ramp as their business grows. Ramp has grown its product suite significantly over the last several years. As we've matured as an organization, our customer relationships have grown more complex too: customers are buying more of the platform at once, running it across more entities and teams, and relying on it for more of how their finance function operates. Hitting an activation milestone doesn't mean the job's finished. Too often, a feature that could solve a real problem goes unused because no one is there to show how it would work in that customer's business.\nThat's where you come in. This is a role for people who understand how finance teams actually run, who think in years rather than quarters, and who already use AI the way surgeons use instruments: not occasionally, not as an experiment, but as the default way they work. You'll own the customer experience after implementation for a book of mid-market customers, partnering with Account Management on long-term account strategy. You'll also be one of the first Lifecycle CSMs on a newly formed team, helping define how Ramp earns and keeps the trust of its customers.\nWhat You'll Do\nOwn the post-implementation experience for a book of mid-market customers, with clear accountability for sustained adoption, customer satisfaction, and renewal readiness\n\nDrive sustained adoption by understanding each customer's goals and guiding them toward the workflows that improve outcomes for their business - including the products and features they've already purchased but haven't fully put to work\n\nAct as each customer's expert in finance workflows: understand how they run their business, advise on decisions as their needs change, and make the value of new Ramp capabilities clear in their context\n\nBuild multi-threaded relationships in every account, including finance leadership relationships you own, so the account stays steady through change like a new Controller or CFO\n\nPartner with Account Management on QBRs and business reviews, quantifying Ramp's impact in the language CFOs and Controllers care about - close cycle improvement, spend visibility, savings, and ROI - not just product usage metrics\n\nSpot opportunities for growth and bring them to Account Management, who owns renewals and expansion; as customers add products, drive ongoing activation so they reach value quickly\n\nRun your book on data: monitor usage, CP, and risk signals, prioritize where your time goes, and get ahead of challenges and escalations before they reach renewal\n\nUse AI tools daily to prepare for customer calls, build materials, synthesize data, identify account risk, and operate at a pace traditional methods can't match\n\nBring customer feedback back into Ramp - surfacing patterns, gaps, and opportunities from your accounts to shape how Ramp evolves\n\nTurn what works into repeatable plays, programs, and automations that scale across your book and the team\n\nWhat You'll Need\n5+ years of customer-facing experience in customer success, account management, or consulting, with a proven, consistent track record of retaining customers and exceeding goals\n\nExperience owning a book of customers past launch and through renewal, with measurable retention, adoption, or satisfaction results; finance or fintech context is a plus but not required\n\nA customer experience mindset - you get ahead of problems before customers raise them and own escalations through resolution\n\nAI fluency as a daily habit - you already use AI tools habitually to prep for calls, synthesize information, build customer-facing materials, and automate repetitive tasks; this is how you work, not something you're exploring\n\nAbility to communicate Ramp's impact in financial terms - walking a Controller through the value Ramp has delivered and connecting adoption to P&L outcomes\n\nA data-driven approach to managing a book - you prioritize based on usage, revenue, and risk signals and can spot an at-risk account well before renewal\n\nTechnical and systems acumen to understand how Ramp fits into a customer's finance stack, diagnose what's blocking adoption, and bring in the right technical partner\n\nA builder mindset - this team is new, and you're energized by shaping the playbooks, programs, and rituals that define how Lifecycle CSMs work while running your own book; you bring structure to ambiguity and iterate quickly\n\nStrong collaboration and influencing skills across Sales, Account Management, Product, Operations, and other GTM teams\n\nNice to Haves\nExperience with a consumption-based product where value is measured in usage or spend, not seats\n\nExposure to FP&A, accounting software ecosystems (NetSuite, Sage, QuickBooks, Xero), expense management, or CFO-adjacent workflows\n\nDemonstrated commercial impact - retention, adoption, or renewal outcomes with specific metrics attached\n\nBackground at an AI-first or AI transformation company where rethinking workflows around AI was part of the product or culture\n\nHigh-growth or startup experience with comfort operating in ambiguity and rapid change\n\nBenefits available to all full-time Ramp employees (Global)\nFlexible PTO\n\nCentralized home-office equipment ordering\n\nHealth and wellness stipend\n\nBudget for intra-office travel\n\nWeekly coffee stipend\n\nUnited States\n100% medical, dental & vision insurance coverage for you, with partial coverage for dependents\n\nOne Medical annual membership\n\n401(k), including employer match on contributions made while employed by Ramp\n\nFertility HRA (up to $10,000 per year)\n\nParental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay\n\nPet insurance\n\nIn-office perks: lunch, snacks, drinks, and more\n\nRelocation expense coverage to NYC or SF (if needed)\n\nCanada\nGroup medical, dental, and vision coverage through Sun Life\n\nLife, AD&D, and disability coverage\n\nFertility drug coverage (up to $4,000 lifetime)\n\nGroup Retirement Plan with employer match (RRSP + DPSP)\n\nParental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay\n\nEmployee Assistance Program and virtual care through Lumino Health\n\nUnited Kingdom\nPrivate medical insurance through Freedom Elite\n\nVirtual GP and at-home care via eMed x Livi\n\nWorkplace pension through Penfold, with salary sacrifice option\n\nParental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay\n\nReferral Instructions\nIf you are being referred for the role, please contact that person to apply on your behalf.\nOther notices\nPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.\nBeware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.\nRamp Applicant Privacy Notice","description_format":"text","description_chars":8025,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Insurance coverage","Parental leave","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Cards & Card Issuing","Financial Software & Embedded Finance","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-11-13T05:22:08Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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