Manager, Scaled Customer Success
Core
Design, operationalize, and lead programs to activate, retain, and grow 50% of Ramp's micro-SMB customers via self-service strategies, blending strategy, systems, and people leadership.
Role type
Manager, Scaled Customer Success
Builds
Self-service onboarding and activation programs, customer education content, and automated lifecycle communications for micro-SMBs.
Domain
B2B SaaS / Financial Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
strategic program design, data-driven diagnostics, cross-functional leadership, team management (6-8 people), process automation, stakeholder influence
Preferred skills
quota-carrying experience, building education content, scaled training program development
Technologies
dashboards, chatbots, applied AI initiatives
Responsibilities
Own self-service onboarding strategy, diagnose activation bottlenecks with data, partner with Product to improve automation, lead customer education programs, manage and coach a team of 6–8 SCSMs, drive team performance on activation and CSAT targets, hire and train team members
Seniority
Manager, people leadership
