Head of Customer Success, Ramp

• 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

Desirable

• 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
• You'll 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