Senior Manager | Enterprise Implementations

About the Role

You will be a front-line manager to a group of 5-7 Customer Success Managers, who each manage ~10-30 complex implementations at a given time in Ramp's Large Account and Enterprise portfolio. You will be responsible for developing and standardizing implementation best practices, 1 : 1 coaching and mentoring, influencing customer activation strategy, and working closely with leaders across Sales, Marketing, Operations, Risk, Product, and the executive team to drive positive outcomes for this segment. As a key member of the Enterprise Implementation leadership team, you will have the opportunity to help build and refine Ramp's customer success and onboarding motion.

What You'll Do

Set and maintain a high-performing culture and morale by managing a group of exceptional Customer Success Managers to drive thorough and efficient onboarding and product activation for Ramp's largest and most complex customers.

Oversee the daily activities and quota performance management of individual CSMs to ensure team exceeds product onboarding and spend activation goals, while maintaining strong CSAT.

Refine best practice playbooks for the Customer Success team, and improve team output and efficiency over time by optimizing systems and processes.

Develop and execute career development and leadership plans for direct reports; inclusive of but not limited to daily 1 : 1 mentoring, coaching on sales skills, enhancing product knowledge, providing call feedback, and running enablement sessions.

Act as a voice of the customer and key contributor to building out Ramp's Enterprise segment.

Build and leverage Salesforce dashboards to monitor the success of our customers and the performance of the team.

Report on team performance and forecast to senior leadership.

Represent the Customer Success team cross-functionally with leaders of other departments.

What You'll Need

Minimum of 4 years of implementation or customer success experience as an individual contributor, with a proven, consistent track record exceeding goals.

Minimum of 3 years of experience building and leading implementation or customer success teams with a proven track record of exceeding goals.

Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies.

A passion and excitement for hiring, with a thoughtful approach to team planning and development.

Ability to articulate technical product and financial value points to customers, including executive leaders.

Proficiency in data analytics tools (Salesforce, Looker, and Excel).

Ability to leverage data to drive decisions, create systems, and identify process improvements to improve efficiency.

Strong collaboration and influencing skills, demonstrated through excellent communication and presentation skills.

Nice to Haves

Experience with Accounting Software (e.g. Netsuite, QuickBooks, Xero, Sage) and / or Accounting (CPA).

Experience with financial services sales.

Experience at a high-growth startup.

Cross and upsell experience.

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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