Manager, Partner Success Strategy & Operations

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 $100B in annualized spend flows in and out of 50,000+ 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 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 TEAM & ROLE Ramp's partner ecosystem is one of our fastest-growing acquisition channels — and the activation experience is what converts referrals into long-term, multi-product customers. We're looking for a strategic, data-driven leader to own that end-to-end motion. This is a build role. You'll architect the systems — human, automated, and AI-augmented — that allow Ramp to activate thousands of partner-referred customers through product-led onboarding, scaled CS programs, and targeted white-glove resourcing. You'll lead, coach, and raise the bar for a team of 6–8 Scaled Customer Success Managers while partnering across CS, Partnerships, Product, and Growth to define the playbook for a motion that's central to Ramp's channel expansion. If you've built v1 partner programs at scale, think in systems, and instinctively reach for AI and automation before adding headcount — this role was designed for you. WHAT YOU'LL DO DEFINE & LEAD STRATEGY - Own the activation and early-retention strategy for partner-referred customers in close partnership with CS leadership, Channel Partner Managers, Product, and Growth. - Design CS segmentation strategies as Ramp expands into new partner verticals and customer profiles — using data modeling and AI-driven scoring to route customers to the right touch at the right time. - Align the partner activation roadmap with company-level goals by partnering cross-functionally with Sales, Partnerships, Product, Growth, and Data. - Identify whitespace opportunities to increase multi-product attach rates across the partner-referred book of business. OPERATIONALIZE & SCALE - Build, iterate, and optimize scalable CS programs that improve activation outcomes across thousands of customers and expand CSM coverage of partner-held accounts. - Leverage AI tooling, workflow automation, and predictive analytics to diagnose activation bottlenecks, surface at-risk accounts early, and drive operational recommendations. - Partner with Product to improve self-onboarding features, in-product guidance, and activation tooling. - Continuously improve team efficiency through process design, content development, and intelligent automation — always asking where AI can replace manual effort without sacrificing quality. LEAD & DEVELOP THE TEAM - Manage, coach, and develop a team of 6–8 Scaled CSMs, each supporting ~100 net-new customers per month. - Drive team performance against activation rate, early retention, and CSAT targets while fostering a culture of ownership and operational rigor. - Build AI fluency across the team — ensuring every CSM can effectively use AI-powered tools for customer communication, data synthesis, account prioritization, and workflow automation. - Hire, train, and enable new team members on Ramp's product, customer journey, activation playbooks, and AI-augmented workflows. WHAT YOU BRING - Strong AI fluency. You actively use AI tools (LLMs, copilots, automation platforms) in your daily work and have a point of view on where AI should — and shouldn't — replace human touchpoints in a customer journey. - 5+ years in strategy & operations, consulting, CS operations, or revenue operations within high-growth B2B SaaS — with a track record of designing operating models, defining metrics, and building scalable programs that measurably improve activation, retention, or expansion. - 2+ years managing high-performing CS, operations, or activation teams. - 3+ years working in or closely with channel partnerships — whether in partner program design, partner GTM motions, co-selling, or partner enablement. - Strong financial acumen. You understand how Controllers, CFOs, and finance teams evaluate and adopt software. You're conversant in ERP ecosystems, accounting workflows, and the language of financial operations — and you can translate that understanding into activation strategies that resonate with finance buyers. - Sharp analytical instincts. You build dashboards, synthesize data into insight, and make decisions with numbers — not gut feel. - Demonstrated experience designing or managing customer activation or onboarding programs at scale. - Proven cross-functional leadership — the ability to influence senior stakeholders across Product, Partnerships, Growth, Sales, Data, and CS without direct authority. - Comfort with ambiguity and the drive to build v1 programs from the ground up. NICE TO HAVE - CPA, CMA, or other financial certification — or equivalent depth of experience working inside finance organizations. - Direct experience selling to, onboarding, or supporting Controllers, CFOs, or finance teams in a B2B SaaS context. - Customer-facing or quota-carrying experience with a track record of exceeding targets. - Experience building scaled education content, webinars, or training programs. - Familiarity with product-led or hybrid-touch CS models. - Hands-on experience with AI/ML applications in customer success — e.g., predictive health scoring, AI-generated outreach, automated segmentation. WHAT SUCCESS LOOKS LIKE By 90 days: You've completed a full audit of the current partner activation funnel, identified the highest-leverage gaps, and shipped a revised segmentation and activation framework with clear metrics and ownership — including an assessment of where AI and automation can accelerate outcomes. By 6 months: You've launched and iterated v2 of the partner activation program with measurable lift in self-serve and CSM-led activation rates and early retention. You've driven team efficiency and CSAT improvements through process redesign, automation, and AI-augmented workflows. And you've built a high-performing, well-enabled team of 6–8 sCSMs operating with clear playbooks, strong results, and genuine AI fluency in their day-to-day work. BENEFITS (FOR U.S.-BASED FULL-TIME EMPLOYEES) - 100% medical, dental & vision insurance coverage for you - Partially covered for your dependents - One Medical annual membership - 401k (including employer match on contributions made while employed by Ramp) - Flexible PTO - Fertility HRA (up to $10,000 per year) - Parental Leave - Unlimited AI token usage - Pet insurance - Centralized home-office equipment ordering for all employees - Health and Wellness stipend - In-office perks: lunch, snacks, drinks, and more - Budget for intra-office travel - Relocation support to NYC or SF (as needed) REFERRAL INSTRUCTIONS If you are being referred for the role, please contact that person to apply on your behalf. OTHER NOTICES Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Beware of recruiting scams: Ramp will only contact you through official @Ramp.com http://Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process. Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice