Customer Activation Manager | Scaled

About the role

You will own the end to end activation of Ramp's self service customers from first contact through sustained product adoption. You will design and execute onboarding playbooks that turn complex integration and configuration options into clear, repeatable journeys for micro SMB and SMB accounts. You will work hand in hand with product and engineering to surface customer feedback and turn it into scalable improvements in the onboarding flow. You will directly manage 1 to 1 relationships with small business customers, ensuring they reach key activation milestones within strict timeframes. You will build scalable processes that allow Ramp to serve a high volume book of business without sacrificing satisfaction. You will be a data driven problem solver who measures what matters and iterates quickly on experiments. You will represent the voice of the customer inside every product decision that impacts onboarding, configuration, and automation. If you thrive in fast moving environments and care deeply about outcomes, this role is your opportunity to shape how Ramp scales customer success.

Key facts

What you'll do

Become an expert in the full range of integration and configuration options for Ramp's suite of products, and in turn driving efficient, thorough, and complete onboarding of new Ramp customers at scale.

Directly own micro SMB and SMB accounts 1:1, ensuring they can fully onboard onto Ramp in 60 days and 2 calls.

Balance priorities and multiple tasks supporting implementation, follow-up, and proactive outreach.

Partner closely with the Product team to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed.

Identify areas of opportunity where we could automate and scale the onboarding process to cover more clients.

Help us maintain an industry leading satisfaction rate with our customers.

Have the ability to grow, develop and learn in a fast-paced, start-up environment.

Own discovery calls, requirements gathering, and initial configuration to set customers up for early value.

Lead the creation of internal playbooks and templates that standardize scaled customer onboarding.

Collaborate with engineering to surface product improvements that reduce manual work and accelerate time to value.

Track and report on activation metrics, identifying blockers and trends that inform program strategy.

Work cross functionally with sales, support, and operations to align on customer expectations and handoffs.

Champion best practices for communication, responsiveness, and clarity in every customer interaction.

Drive adoption of Ramp features that optimize spend, automate approvals, and reduce friction in the transaction flow.

Requirements

Minimum 3 years of experience in sales, customer success, or product operations experience in a B2B organization.

Exceptional project management and time management skills.

Excellent verbal and written communication skills.

Desire for ownership and growth in the role over time.

Proven track record meeting weekly or monthly KPIs.

Experience with owning a high volume book of business of 100+ customers at at time.

Ability to anticipate customers' needs and position product solutions accordingly.

Willingness to relocate to New York City or San Francisco as required for this role.

Nice to have

Experience with accounting software (e.g. Netsuite, QuickBooks, Xero, Sage) and or Accounting CPA.

Experience with financial services sales.

Experience at a high growth startup.

Practical notes

This role is full time based in New York, NY headquarters.

Relocation support is available for candidates who move to New York City or San Francisco as needed.

Candidates must be authorized to work in the United States without sponsorship now or in the future.

Employees in this role are expected to work during standard business hours in the time zone of the role location.

Travel is not required for this position.

No visa sponsorship is available for this role at this time.