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)
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