Customer Success Manager, Enablement

About Ramp

Ramp is transforming finance teams with innovative infrastructure designed directly into the transaction flow of every dollar spent by businesses. We streamline over $100B in annualized expenditures across more than 50,000 companies, automating payment authorizations, risk flagging, spend categorization, and book closures. We seek individuals with a proactive mindset and a sense of urgency, focusing more on the outcomes you achieve rather than where you learned. At Ramp, you'll find a culture filled with builders who own and tackle complex challenges, significantly impacting how businesses manage their finances. Median Ramp customers experience a 5% savings and a 16% revenue increase in their first year, outpacing businesses that don't utilize Ramp. Our mission is to ensure that every ambitious company achieves similar success. If you’re eager to create systems that shape how businesses handle and allocate billions, Ramp is the perfect place for you.

About the Role

Ramp's Customer Success team is at a pivotal moment. As our product grows more autonomous, the role of Customer Success Managers (CSMs) is evolving; no longer merely focusing on onboarding and activation, but stepping into the roles of multi-product consultants and strategic finance advisors. This position is vital for driving this transformation. You will be responsible for designing and implementing training programs, playbooks, and frameworks that enable the post-sales team to become more consultative and commercially savvy, using genuine finance expertise. With executive backing, cross-functional collaboration, and the authority to rapidly innovate, you will play a key role in reshaping our approach.

What You'll Do:

Build the Enablement Foundation (First 90 Days)

• Evaluate current CSM capabilities and pinpoint critical gaps
• Create and initiate two essential training tracks: sales enablement (covering discovery, positioning, and multi-product strategies) and finance acumen (focusing on AP/AR, month-end processes, spend controls, and controller-level discussions)
• Document and standardize onboarding processes and best practices into a streamlined operating infrastructure
• Foster relationships across product, analytics, and senior leadership to gain comprehensive insights

Scale and Deepen the Program (Months 4-12)

• Design executive-level courses and simulations for the CSM team
• Conduct all-hands training sessions and product enablement workshops
• Create frameworks for change management to assist CSMs and clients in adapting to new workflows
• Modify existing content for CSM-specific contexts
• Establish standards for capturing and disseminating insights from customer transformations

Own the AI Enablement Roadmap

• Lead the customer success AI competency strategy, developing a roadmap to improve AI proficiency across the team
• Generate documentation and best practice workflows for AI tool adoption
• Assist CSMs in guiding clients through their own AI integration journeys, especially those needing hands-on support

Be a Strategic Partner

• Collaborate with CS leadership on both strategic alignment and execution
• Share insights from top customer transformations with the team for scalable learning
• Work with finance and CS leaders on developing finance acumen training content
• Help the team effectively communicate the business value of Ramp at a transformational level, beyond just time and cost savings

What You Bring:

• CS Background: Previous experience in Customer Success, implementation, or post-sales roles, providing you with essential credibility.
• Finance Expertise: Strong understanding of finance operations, including AP/AR, procurement, month-end processes, enabling you to engage knowledgeable finance leaders as peers.
• Sales Enablement: Experience creating or executing programs that refine commercial skills like discovery and positioning within a CSM context.
• Consulting Mindset: Ability to conceptualize business value frameworks and facilitate change, translating product capabilities into significant workflow outcomes.
• Problem-Solving Skills: Strong initiative in identifying and addressing complex issues without requiring direction.
• AI Competence: Proficiency using AI tools and guiding others in their adoption.

What Would Make You Stand Out:

• Professional qualifications like CPA, along with experience in accounting or ERP implementation (e.g., NetSuite, Oracle Fusion).
• Background in fintech or financial software sectors.
• Experience in management consulting or business process optimization.
• Familiarity with spend management, procurement, or AP/AR workflows.

What You Get:

• A role with visible executive support and organizational focus.
• The opportunity to create and build from the ground up without adhering to pre-existing programs.
• A team of leaders and colleagues that values innovation, critical thinking, and rapid progress.
• A career pathway that scales with your impacts and contributions.

Benefits (for U.S.-based full-time employees):

• Comprehensive medical, dental, and vision insurance coverage for you, with partial coverage for dependents.
• One Medical annual membership.
• 401k plan with employer matching for contributions made during your employment at Ramp.
• Flexible Paid Time Off (PTO).
• Fertility Health Reimbursement Account (up to $10,000 yearly).
• Parental Leave.
• Unlimited access to AI tokens.
• Pet insurance.
• Centralized ordering for home office equipment for all employees.
• Health and Wellness stipend.
• In-office perks, including lunch, snacks, drinks, and more.
• Budget allocations for inter-office travel.
• Relocation assistance to NYC or SF when needed.

Referral Instructions:

If someone is referring you for this role, please reach out to them for application support.

Other Notices:

Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records are considered for employment.

Beware of recruiting scams: Ramp will only reach out through official @Ramp.com email addresses and will never request payment or sensitive personal information during the hiring process.

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