Customer Success Manager (Mid-Market) - Lifecycle

Quick Facts

• Role: Customer Success Manager (Mid-Market) on the Lifecycle team

• Focus: Post-implementation adoption, customer satisfaction, and renewal readiness

Description

Own the post-implementation experience for a book of mid-market customers, ensuring sustained adoption and renewal readiness. You’ll act as an expert on how customers run their finance workflows, guiding them to fully realize the Ramp products and features they’ve purchased. You’ll partner on QBRs and quantify impact in finance terms (e.g., spend visibility, savings, ROI), using AI daily to prepare for calls, synthesize data, and identify account risk.

Responsibilities

• Own the post-implementation experience and maintain clear accountability for sustained adoption, customer satisfaction, and renewal readiness

• Drive sustained adoption by aligning customers’ goals to workflows that improve business outcomes, including fully activating features they already purchased

• Advise on finance workflow decisions as customer needs change and clarify the value of new Ramp capabilities in each customer’s context

• Build multi-threaded relationships across finance leadership so the account stays steady through change

• Partner with Account Management on QBRs/business reviews and quantify impact in CFO/Controller language (close cycle improvement, spend visibility, savings, ROI)

• Spot growth opportunities and support ongoing activation of newly added products to reach value quickly

• Manage your book using data (usage, CP, and risk signals) to prioritize and prevent escalations before renewal

• Use AI tools daily to prepare for customer calls, build materials, synthesize information, identify account risk, and automate repetitive work

• Bring customer feedback back to Ramp to surface patterns, gaps, and opportunities

• Turn what works into repeatable plays, programs, and automations that scale across your book and the team

Requirements

• 5+ years of customer-facing experience in customer success, account management, or consulting with a proven, consistent track record of retaining customers and exceeding goals

• Experience owning a book of customers past launch through renewal with measurable retention, adoption, or satisfaction results

• Customer experience mindset: proactively identify issues and own escalations through resolution

• AI fluency as a daily habit for call preparation, information synthesis, customer-facing material creation, and automation

• Ability to communicate Ramp’s impact in financial terms and connect adoption to P&L outcomes

• Data-driven approach to managing accounts, prioritizing by usage, revenue, and risk signals

• Technical and systems acumen to understand how Ramp fits in a customer’s finance stack and diagnose adoption blockers

• Builder mindset to shape Lifecycle CSM playbooks and routines while running your own book

• Strong collaboration and influencing skills across Sales, Account Management, Product, Operations, and other GTM teams

Benefits

• Flexible PTO

• Centralized home-office equipment ordering

• Health and wellness stipend

• Budget for intra-office travel

• Weekly coffee stipend

• 100% medical, dental & vision insurance coverage for you (partial coverage for dependents)

• One Medical annual membership

• 401(k) with employer match

• Fertility HRA

• Parental leave (up to 16 weeks birthing + bonding or 8 weeks bonding only at 100% pay)

• Pet insurance

• In-office perks (lunch, snacks, drinks)

• Relocation expense coverage to NYC or SF (if needed)