Summary

You will be a front-line manager to a group of 6-8 Customer Success Managers, who each manage a book of ~50-70 customers in Ramp’s critical Mid-Market portfolio. You will be responsible for 1:1 coaching and mentoring, as well as developing strategy and working closely with leaders across Sales, Marketing, Operations, Risk, and Product to drive positive outcomes for this segment. As a key member of the sales leadership team, you will have the opportunity to help build and refine Ramp’s customer success and onboarding motion.

What You’ll Do

1. Set and maintain a high-performing culture and morale by managing a group of exceptional 6-8 Customer Success Managers to drive thorough and efficient onboarding and product activation for new Ramp customers 
2. Hire and train new Customer Success Managers on Ramp’s product, buyer personas, competition, and tools through various methods (ie. role-plays)
3. Oversee the daily activities and quota performance management of individual CSMs to ensure the team exceeds product onboarding and spend activation goals, while maintaining strong CSAT
4. Improve team output and efficiency over time by optimizing systems and processes
5. Identify best practices and help build a library of playbook resources for the Customer Success team
6. Develop and execute career development for direct reports, inclusive of but not limited to daily 1:1 mentoring, coaching on sales skills, enhancing product knowledge, providing call feedback, and running enablement sessions
7. Build and leverage Salesforce dashboards to monitor the success of our customers and the performance of the team
8. Report on team performance and forecast to senior leadership
9. Represent the Customer Success team cross-functionally with leaders of other departments

What You’ll Need

1. Minimum of 2 years of quota-carrying sales or customer success experience as an individual contributor, with a proven, consistent track record exceeding goals
2. Cross and upsell experience is a plus
3. Minimum of 5 years of experience building and leading sales or customer success teams with a proven track record of exceeding goal
4. Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies
5. A passion and excitement for hiring, with a thoughtful approach to team planning and development
6. Ability to articulate technical product, and financial value points to customers, including executive leaders
7. Proficiency in data analytics tools (ie. Salesforce, Looker, and Excel)
8. Ability to leverage data to drive decisions, create systems, and identify process improvements to improve efficiency
9. Strong collaboration and influencing skills, demonstrated through excellent communication and presentation skills

Nice to Haves

1. Experience with Accounting Software (e.g. Netsuite, QuickBooks, Xero, Sage) and/or Accounting (CPA)
2. Experience with financial services sales
3. Experience at a high-growth startup

For candidates located in NYC or SF, the pay range for this role is $147,000- $280,850. 

Skills

• Analytical Thinking
• Communications Skills
• Excel
• Team Collaboration