Enterprise Customer Success Manager (Lifecycle)

Quick Facts

• Role: Enterprise Customer Success Manager (Lifecycle)

• Focus: Post-implementation adoption, satisfaction, and renewal readiness for enterprise accounts

Description

Own the post-implementation customer experience for a book of enterprise customers, driving sustained adoption and renewal readiness. Guide customers toward workflows that improve business outcomes, act as an expert in finance workflows, and communicate Ramp’s impact in CFO/Controller terms. Use AI tools daily and manage your book using usage, revenue, and risk signals to resolve challenges well before renewal.

Responsibilities

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

• Drive sustained adoption by aligning customers’ goals with the workflows and features they have purchased but haven’t fully put to work

• Act as the customer expert in finance workflows; advise as needs change and explain value of new capabilities in context

• Build multi-threaded relationships across accounts and partner on executive relationships through organizational changes

• Partner with Account Management on QBRs and executive business reviews, quantifying impact (cycle improvement, spend visibility, savings, ROI)

• Identify growth opportunities and drive ongoing activation as customers add products

• Run the book on data by monitoring usage, CP, and risk signals; handle escalations and resolutions before renewal

• Use AI tools daily to prepare for calls, build materials, synthesize data, identify account risk, and accelerate work

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

• Help build the Lifecycle motion (executive sponsor programs, champion groups, churn reviews, and playbooks)

Requirements

• 7+ years in enterprise customer success, account management, or consulting

• Long-term account ownership past launch through renewal with measurable retention/adoption/satisfaction results

• Customer experience mindset; proactive escalation ownership through resolution

• Executive relationship building across finance, operations, and C-suite; multi-threaded relationships so accounts don’t depend on one champion

• Financial impact communication in CFO/Controller language; connect adoption to P&L outcomes (finance background not required, but fluency is)

• AI fluency as a daily habit using AI tools for call prep, synthesis, customer-facing materials, and automation

• Data-driven book management prioritizing by usage, revenue, and risk signals; identify at-risk accounts months ahead and know what to do

• Technical and systems acumen around major ERP/finance platforms; diagnose adoption blockers with technical partners

• Builder mindset to shape a new team’s playbooks/programs/rituals while running a book

Benefits

Flexible PTO; centralized home-office equipment ordering; health and wellness stipend; budget for intra-office travel; weekly coffee stipend

United States: 100% medical, dental & vision insurance coverage for you (partial 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, relocation coverage to NYC or SF (if needed)

Canada: medical/dental/vision via Sun Life, life/AD&D/disability, fertility drug coverage, RRSP + DPSP with match, parental leave at 100% pay, EAP and virtual care via Lumino Health

United Kingdom: private medical via Freedom Elite, virtual GP and at-home care via eMed x Livi, workplace pension via Penfold, parental leave at 100% pay (with additional time at reduced pay)