Head of Customer Success
About Ramp
At Ramp, we’re rethinking how modern finance teams function in the age of AI. We believe AI isn’t just the next big wave. It’s the new foundation for how business gets done. We’re investing in that future — and in the people bold enough to build it.
Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 45,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $10B and 27.5M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $100 billion in purchases each year.
Ramp’s investors include Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.
Ramp has been named to Fast Company’s Most Innovative Companies list and LinkedIn’s Top U.S. Startups for more than 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine’s 100 Most Influential Companies.
About the Role
As Head of Customer Success for Activation & Onboarding, you will own the critical implementation and activation portion of the customer journey. You will lead and scale functions across Scaled, Commercial, and Mid Market FTE segments, ensuring consistency in quality, speed, and outcomes.
You will 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. You will 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.
As a key member of the sales leadership team, you will have the opportunity to help build and refine Ramp’s customer success and onboarding motion. This is a high-leverage, cross-functional role with both strategic and operational depth.
What You’ll Do
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.
What You Need
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 adoption, retention, and time-to-value.
Demonstrated ability to use data and systems to scale onboarding operations, improve team efficiency, and forecast key business outcomes.
Clear passion for customer success, with proven ability to coach managers and guide teams in driving exceptional customer experiences.
Experience partnering cross-functionally with Sales, Product, Finance, and Operations to align on goals, share insights, and improve end-to-end customer outcomes.
Strong ability to articulate product and financial value to executive-level customers and coach teams to do the same
Proven people leader with a passion for hiring, developing, and retaining top talent through thoughtful org design and career planning.
Nice to Have
Experience in financial services sales or selling to finance teams (e.g., Office of the CFO, accounting, controllers, expense management).
Benefits (for U.S.-based full-time employees)
100% medical, dental & vision insurance coverage for you
Partially covered for your dependents
One Medical annual membership
401k (including employer match on contributions made while employed by Ramp)
Flexible PTO
Fertility HRA (up to $5,000 per year)
WFH stipend to support your home office needs
Wellness stipend
Parental Leave
Relocation support to NYC or SF (as needed)
Pet insurance
Referral Instructions
If you are being referred for the role, please contact that person to apply on your behalf.
Other notices
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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