{"id":230026,"url":"https://alion.io/job/ramp-manager-scaled-customer-success","title":"Manager, Scaled Customer Success Strategy & Operations","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":85,"open_postings":41,"ghost_share":0,"stale_share":0.61,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States","New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":146600,"max":233975,"currency":"USD","period":"year","gross":null,"usd_annual":233975},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-06-29T22:26:00Z","employer_posted_date":"2026-06-29","last_verified_at":"2026-11-03T13:29:13Z","board_verified":true,"closed_at":null,"days_open":126,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":126},"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\nWe’re hiring a strategic, data-driven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain, and grow 50% of Ramp’s micro-SMB customers who don’t receive white-glove 1:1 support, blending strategy, systems, and people leadership to drive impact at scale.\nWhat You'll Do\nOwn and evolve Ramp’s self-service onboarding and activation strategy in partnership with Scaled CS leadership, Product, and Growth.\n\nUse data to diagnose activation bottlenecks, build dashboards, run metric reviews, and drive data-backed recommendations.\n\nPartner with Product to improve activation features and automation that enhance self-onboarding.\n\nLead customer education programs at scale: group onboarding trainings, video content, chatbot optimization, and lifecycle communications.\n\nContinuously improve systems and team efficiency through automation, content, and applied AI initiatives.\n\nDesign, launch, and iterate scaled CS programs that improve outcomes across thousands of customers.\n\nManage, coach, and develop a team of 6-8 Scaled Customer Success Managers, each handling ~300 monthly new customers.\n\nDrive team performance across activation, expansion, and CSAT targets while fostering ownership and excellence.\n\nHire, train, and enable team members on Ramp’s product, customer journey, and playbooks.\n\nPartner cross-functionally with CS, Sales, Product, Growth, and Data to align scaled strategy with company goals.\n\nWhat You Need\n4+ years in consulting, CS operations, revenue or business operations, or strategy within high-growth B2B SaaS\n\n2+ years of people management experience leading high-performing CS or operations teams\n\nProven success building or optimizing scalable programs and processes\n\nStrong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes\n\nSkilled at cross-functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS\n\nNice to Haves\nCustomer-facing or quota-carrying experience with a track record of exceeding goals\n\nExperience building education content, webinars, or scaled training programs\n\nWhat Success Looks Like\nIn the first 6 months, this leader will have launched and iterated scaled activation programs that measurably increase self-serve activation and early retention, established a recurring metrics review with dashboards that surface funnel bottlenecks, and lifted team efficiency and CSAT through process, automation, and content improvements while developing a high-performing team of 6-8 sCSMs.\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":5457,"description_truncated":false,"requirements":{"experience_years_min":2,"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 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