Customer Success Associate enhancing value delivery and engagement for a global customer success organization. Focused on account infrastructure, program enablement, and operational excellence in a tech company.
About the role
- Head of Customer Success managing onboarding and activation for Ramp's customer journey. Leading teams and driving metrics for customer outcomes on a financial operations platform.
Responsibilities
- 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
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