Manager of Commercial Customer Success

TL;DR

Manager of Commercial Customer Success (Fintech/SaaS): Leading a high-volume activation team to drive customer onboarding, product adoption, and revenue growth for the Commercial segment with an accent on data-driven strategy and cross-functional collaboration. Focus on building scalable playbooks, optimizing activation funnels, and coaching a team of CSMs to deliver measurable impact on TPV and customer satisfaction.

Location: Must be based in the US (Hybrid in New York or San Francisco, or Remote US). Relocation support available to NYC or SF.

Compensation: $166,000 – $253,000 OTE (depending on location and level).

Company

Ramp is a financial technology company building smart infrastructure to automate spend management and streamline financial operations for businesses.

What you will do

• Evolve the Commercial CSM activation strategy to drive customers from closed-won to successful launch.
• Use data to diagnose activation bottlenecks, spend gaps, and product adoption stalls.
• Develop tiering and prioritization frameworks for 1:1 engagement versus digital-touch motions.
• Manage, coach, and develop a team of 6–8 Commercial CSMs.
• Partner with Product, Sales, and Data teams to improve workflows and surface customer feedback.
• Drive team performance against TPV, customer penetration, and multi-product adoption targets.

Requirements

• Must be based in the US.
• 4+ years in customer success, implementation, or strategy within high-growth B2B SaaS.
• 2+ years of people management experience leading high-performing teams.
• Proven success coaching teams through high-volume customer activation or revenue motions.
• Strong analytical skills with the ability to turn funnel metrics into operational insights.
• Strong commercial instincts balancing customer empathy with business urgency.

Nice to have

• Experience in finance, spend management, or procurement SaaS products.
• Experience building playbooks, lifecycle programs, or AI-assisted workflows.
• Customer-facing or quota-carrying experience with a track record of exceeding goals.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) with employer match.
• Flexible PTO and weekly coffee stipend.
• Parental leave up to 16 weeks at 100% pay.
• Fertility HRA and pet insurance.
• Unlimited AI token usage and home-office equipment support.