Manager of Partner Success Strategy & Operations, Ramp

• 5+ years in strategy & operations, consulting, corporate strategy, CS operations, or revenue operations within high-growth B2B SaaS, with experience designing operating models, defining metrics, and building scalable programs that drive measurable improvements in activation, retention, or expansion
• 2+ years managing high-performing CS, operations, or activation teams
• 3+ years working in or closely with channel partnerships — whether that's partner program design, partner GTM motions, co-selling, or partner enablement
• Demonstrated experience designing or managing customer activation or onboarding programs at scale
• Strong analytical skills, including building dashboards, synthesizing data into insights, and making decisions with numbers
• Proven ability to lead cross-functionally and influence senior stakeholders across Product, Partnerships, Growth, Sales, Data, and CS
• Comfort operating in ambiguity and building v1 partner programs from the ground up

Desirable

• Ramp's partner ecosystem is a critical growth engine and the customer activation experience is what turns referrals into long-term, multi-product customers
• This role owns partner activation end-to-end — building the playbook and scaling the systems that drive fast, durable adoption
• You'll design how Ramp activates thousands of partner-referred customers across product-led onboarding, scaled CS programs, and white-glove CSM support
• You'll lead and develop a team of 6–8 Scaled CSMs, and work at the intersection of CS, Partnerships, Product, and Growth to define a motion central to Ramp's channel expansion
• If you've built v1 partner programs at scale and think in systems, this role was made for you
• Define & Lead Strategy
• Own the activation and early retention strategy for partner-referred customers, in close partnership with CS leadership, Channel Partner Managers, Product, and Growth
• Design and launch CS segmentation strategies as Ramp expands into new partner verticals and customer profiles
• Partner cross-functionally with Sales, Partnerships, Product, Growth, and Data to align the partner activation roadmap with company-level goals
• Identify whitespace opportunities to increase Ramp's multi-product attach rates across the partner-referred book of business
• Operationalize & Scale
• Build, iterate, and optimize scalable CS programs that improve activation outcomes across thousands of customers and expand CSM coverage of partner-held accounts
• Use data to diagnose activation bottlenecks, build dashboards, run metric reviews, and drive operational recommendations
• Partner with Product to improve self-onboarding features, automation, and activation tooling
• Continuously improve team efficiency through process design, content development, and automation and tooling improvements
• Lead & Develop the Team
• Manage, coach, and develop a team of 6–8 Partner Success Managers, each supporting ~100 net new customers per month
• Drive team performance against activation rate, early retention, and CSAT targets while fostering a culture of ownership and operational excellence
• Build a strong culture of ownership, accountability, and operational excellence across the team
• Hire, train, and enable new team members on Ramp's product, customer journey, and activation playbooks
• By 90 days, you've completed a full audit of the current partner activation funnel, identified the highest-leverage gaps, and shipped a revised segmentation and activation framework with clear metrics and ownership
• By 6 months, you've launched and iterated v2 of the partner activation program with measurable lift in self-serve and CSM-led activation rates and early retention. You've driven team efficiency and CSAT improvements through process redesign, automation, and content. And you've built a high-performing, well-enabled team of 6–8 sCSMs operating with clear playbooks and strong results