Customer Success Manager, Enterprise

About Ramp Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 7.5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it. About the Role Ramp's Enterprise Customer Success Managers on the Lifecycle team don't stop at go-live — they make sure customers keep getting more from Ramp as their business grows. Ramp has grown its product suite significantly over the last several years. As we've matured as an organization, our customer relationships have grown more complex too: customers are buying more of the platform at once, running it across more entities and teams, and relying on it for more of how their finance function operates. Hitting an activation milestone doesn't mean the job's finished. Too often, a feature that could solve a real problem goes unused because no one is there to show how it would work in that customer's business. That's where you come in. This is a role for people who understand how finance teams actually run, who think in years rather than quarters, and who already use AI the way surgeons use instruments: not occasionally, not as an experiment, but as the default way they work. You'll own the customer experience after implementation for a book of Ramp's highest-potential enterprise customers, partnering with Account Management on long-term account strategy. You'll also be one of the first Lifecycle CSMs on a newly formed team, helping define how Ramp earns and keeps the trust of its most important customers. What You'll Do Own the post-implementation experience for a book of enterprise customers, with clear accountability for sustained adoption, customer satisfaction, and renewal readiness Drive sustained adoption by understanding each customer's goals and guiding them toward the workflows that improve outcomes for their business — including the products and features they've already purchased but haven't fully put to work Act as each customer's expert in finance workflows: understand how they run their business, advise on decisions as their needs change, and make the value of new Ramp capabilities clear in their context Build multi-threaded relationships across every account and partner with Account Management on executive relationships, so the account stays steady through change like a new Controller or CFO Partner with Account Management on QBRs and executive business reviews, quantifying Ramp's impact in the language CFOs and Controllers care about — close cycle improvement, spend visibility, savings, and ROI — not just product usage metrics Spot opportunities for growth and bring them to Account Management, who owns renewals and expansion; as customers add products, drive ongoing activation so they reach value quickly Run your book on data: monitor usage, CP, and risk signals, get ahead of challenges and escalations, and see them through to resolution well before renewal is on the calendar Use AI tools daily to prepare for customer calls, build materials, synthesize data, identify account risk, and operate at a pace traditional methods can't match Bring customer feedback back into Ramp — surfacing patterns, gaps, and opportunities from your accounts to shape how Ramp evolves Help build the motion from the ground up: executive sponsor programs, champion groups, churn reviews, and the playbooks every future Lifecycle CSM will run Must-Haves Long-term account ownership — You've owned a book of customers past launch and through renewal, and you have measurable retention, adoption, or satisfaction results to show for it. Finance or fintech context is a plus but not required. Customer experience mindset — You measure success by how customers feel about working with you, not only by milestones hit. You get ahead of problems before customers raise them and own escalations through resolution. Executive relationship building — You build multi-threaded relationships across finance, operations, and the C-suite. When your champion leaves, the account doesn't leave with them. Financial impact communication — You can walk a CFO through the value Ramp has delivered, connect adoption to P&L outcomes, and help make the case for continued investment in financial terms, not product terms. A finance b