Manager of Commercial Customer Activation, Ramp

• 4+ years in customer success, implementation, revenue operations, business operations, consulting, or strategy within high‑growth B2B SaaS
• 2+ years of people management experience leading high‑performing CS, implementation, or operations teams
• Proven success coaching teams through high‑volume customer activation, onboarding, adoption, or revenue motions
• Strong analytical skills with the ability to turn customer data, spend trends, product usage, and funnel metrics into operational insights and measurable outcomes
• Strong commercial instincts — able to balance customer empathy with urgency around activation, TPV, customer penetration, and multi‑product adoption
• Skilled at cross‑functional leadership and influencing stakeholders across Sales, Product, Growth, Data, Solutions, FinOps, and CS

Desirable

• We’re hiring a strategic, data‑driven leader to help scale Ramp’s Commercial CSM organization
• The Commercial CSM team owns post‑sale onboarding, activation, and adoption for Ramp's Commercial segment: companies with 0–150 employees with meaningful card program potential
• This role will lead a high‑volume, activation‑focused team that helps customers move from closed‑won to fully activated across Card, Bill Pay, Treasury, Travel, and Procurement while delivering an excellent client experience
• Own and evolve the Commercial CSM activation strategy, helping the team drive customers from closed‑won to successful launch and early adoption
• Use data to diagnose activation bottlenecks, spend gaps, product adoption stalls, and customer risk across a high‑volume Commercial book
• Build dashboards, run metric reviews, and turn insights into coaching, prioritization, and operating changes for the team
• Develop tiering and prioritization frameworks that determine which accounts receive 1:1 CSM engagement, lighter digital touch, or self‑serve motions
• Partner closely with AEs and AMs through the Commercial pod model to align on customer handoff, expansion opportunities, and risk
• Partner with Product, Solutions, FinOps, Growth, and Data to unblock activation, improve workflows, and surface customer feedback
• Improve team efficiency through automation, lifecycle communications, content, playbooks, and applied AI initiatives
• Manage, coach, and develop a team of ~6–8 Commercial CSMs operating in a high‑volume activation motion
• Drive team performance against TPV, customer penetration, D60/D90 activation, multi‑product adoption, and CSAT targets
• Hire, train, and enable team members on Ramp’s product suite, Commercial customer journey, AE collaboration, account management, and activation playbooks
• In the first 6 months, this leader will have:
• Improved the Commercial CSM operating rhythm and strengthened account prioritization and coaching systems
• Measurably increased D60/D90 activation, TPV capture, multi‑product adoption, and CSAT across the Commercial segment
• Established recurring metrics reviews that surface funnel bottlenecks and spend gaps
• Improved AE/AM handoff and cross‑functional escalation workflows
• Built a high‑performing team of Commercial CSMs through clear standards, coaching, automation, content, and playbook improvements