Ramp5 дней назад
Manager, Scaled Customer Success
Полная занятостьУдалёнка
Обязанности
- 01Own and evolve Ramp’s self-service onboarding and activation strategy in partnership with Scaled CS leadership, Product, and Growth
- 02Use data to diagnose activation bottlenecks, build dashboards, run metric reviews, and drive data-backed recommendations
- 03Partner with Product to improve activation features and automation that enhance self-onboarding
- 04Lead customer education programs at scale: group onboarding trainings, video content, chatbot optimization, and lifecycle communications
- 05Continuously improve systems and team efficiency through automation, content, and applied AI initiatives
- 06Design, launch, and iterate scaled CS programs that improve outcomes across thousands of customers
- 07Manage, coach, and develop a team of 6–8 Scaled Customer Success Managers, each handling ~300 monthly new customers
- 08Drive team performance across activation, expansion, and CSAT targets while fostering ownership and excellence
- 09Hire, train, and enable team members on Ramp’s product, customer journey, and playbooks
- 10Partner cross-functionally with CS, Sales, Product, Growth, and Data to align scaled strategy with company goals
Требования
- 014+ years in consulting, CS operations, revenue or business operations, or strategy within high-growth B2B SaaS
- 022+ years of people management experience leading high-performing CS or operations teams
- 03Proven success building or optimizing scalable programs and processes
- 04Strong analytical skills with the ability to turn data into dashboards, operational insights, and measurable outcomes
- 05Skilled at cross-functional leadership and influencing senior stakeholders across Product, Growth, Data, Sales, and CS
Условия
- 01Flexible PTO
- 02Unlimited AI token usage
- 03Centralized home-office equipment ordering
- 04Health and wellness stipend
- 05Budget for intra-office travel
- 06Weekly coffee stipend
- 07100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
- 08One Medical annual membership
- 09401(k), including employer match on contributions made while employed by Ramp
- 10Fertility HRA (up to $10,000 per year)
- 11Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
- 12Pet insurance
- 13In-office perks: lunch, snacks, drinks, and more
- 14Relocation support to NYC or SF (as needed)