Manager of Customer Activation (Mid-Market)

Join Ramp, a fast-growing fintech company, as the Manager of Customer Activation for the Mid-Market segment. In this role, you will lead a team of 6-8 Customer Success Managers, develop and standardize implementation best practices, and work closely with leaders across various departments to drive positive outcomes. You will also have the opportunity to help build and refine Ramp's customer success and onboarding motion.

• Develop and standardize implementation best practices, provide 1:1 coaching and mentoring to CSMs, and build a repeatable and scalable customer activation motion.
• Set and maintain a high-performing culture and morale by managing a group of exceptional CSMs, overseeing daily activities and quota performance management.
• Refine best practice playbooks for the CSM team, improve team output and efficiency over time by optimizing systems and processes.

• Strong understanding of customer financial workflows, including AP/AR, spend controls, and month-end close processes; ability to coach CSMs on ROI-grounded conversations with controllers and finance leaders
• Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies
• Proficiency in data analytics tools (Salesforce, Looker, and Excel) with the ability to leverage data to drive decisions, create systems, and identify process improvements
• Strong collaboration and influencing skills across Sales, Product, Operations, and other GTM teams; demonstrated ability to represent Customer Success at a leadership level
• Proven ability to coach teams on selling the full platform, not just individual products; experience driving multi-product adoption, cross-sell, and upsell across a book of business
• 3+ years of experience building and leading implementation or CSM teams with a proven track record of exceeding goals
• Comfort with and curiosity about AI tools and their application to CS workflows; ability to lead a team through AI-driven process transformation and evaluate how AI can augment CSM productivity and customer outcomes
• Track record of pushing pace on input metrics, building repeatable playbooks, and optimizing systems and processes to improve team output
• 5+ years of implementation, CSM or AM experience as an individual contributor, with a proven, consistent track record exceeding goals
• Ability to identify trends, translate company strategy into team-level priorities, and drive initiatives that improve team metrics and organizational outcomes
• CPA or equivalent accounting certification, or deep working knowledge of accounting software (e.g. NetSuite, QuickBooks, Xero, Sage)
• Experience with financial services sales or selling into finance and accounting personas
• Experience at a high-growth startup in an enterprise or mid-market customer success environment
• Familiarity with contribution profit models or usage-based revenue metrics
• Experience leading teams through AI adoption or workflow automation initiatives