Customer Success Manager (Fintech)

Location: Hybrid in the United States; offices in New York, NY or San Francisco, CA. Relocation expense coverage to NYC or SF may be available if needed.

Company

Ramp builds smart financial infrastructure for finance teams, automating payments, risk flagging, spend categorization, and book closing for more than 85,000 companies.

What you will do

• Lead a team of 6–8 CSMs managing approximately 60 activations each in Ramp’s Mid Market portfolio.
• Set performance standards and oversee onboarding, product activation, quota attainment, and CSAT.
• Develop scalable implementation playbooks, systems, and processes that improve team efficiency.
• Coach and mentor direct reports through 1:1s, sales coaching, call feedback, enablement sessions, and career development plans.
• Represent Customer Success cross-functionally and act as a customer voice for retention and expansion initiatives.
• Use AI tools and Salesforce dashboards to monitor customer and team performance, forecast results, and report to senior leadership.

Requirements

• 5+ years of implementation, Customer Success, or Account Management experience as an individual contributor, with a consistent record of exceeding goals.
• 3+ years of experience building and leading implementation or Customer Success teams, with a proven record of exceeding goals.
• Experience in fast-paced, results-oriented go-to-market environments, ideally at SaaS companies.
• Ability to identify trends, translate company strategy into team priorities, and drive initiatives that improve metrics and organizational outcomes.
• Experience coaching teams on full-platform selling, multi-product adoption, cross-sell, and upsell across a book of business.
• Experience building repeatable playbooks, improving input metrics, and optimizing systems and processes.
• Strong collaboration and influencing skills across Sales, Product, Operations, and other go-to-market teams, including the ability to represent Customer Success at a leadership level.
• Curiosity about AI tools and their use in Customer Success workflows, with the ability to lead AI-driven process transformation.
• Strong understanding of AP/AR, spend controls, and month-end close processes, with the ability to coach ROI-based conversations with controllers and finance leaders.
• Proficiency with Salesforce, Looker, and Excel for data-driven decisions, system building, and process improvement.

Nice to have

• CPA or equivalent accounting certification, or deep working knowledge of NetSuite, QuickBooks, Xero, or Sage.
• Experience with financial services sales or selling to finance and accounting personas.
• Experience at a high-growth startup in an enterprise or mid-market Customer Success environment.
• Familiarity with contribution profit models or usage-based revenue metrics.
• Experience leading teams through AI adoption or workflow automation initiatives.

Culture & Benefits

• Flexible PTO and centralized home-office equipment ordering.
• Health and wellness stipend, weekly coffee stipend, and budget for intra-office travel.
• Medical, dental, and vision coverage, with additional regional insurance and retirement plans.
• 401(k) with employer match, or equivalent regional retirement benefits.
• Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only, with additional regional provisions.
• Fertility support, pet insurance, employee assistance, virtual care, and in-office meals, snacks, and drinks.