Hybrid Head of Customer Success

Posted last month

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About the role

  • 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.

Requirements

  • 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.

Benefits

  • 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

Job title

Head of Customer Success

Job type

Experience level

Lead

Salary

$259,000 - $395,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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