Customer Success and Implementations Manager

Ramp Business Corporation

Job Overview

Location

New York, NY (HQ)

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success and Implementations Manager at Ramp, you will be instrumental in ensuring that our rapidly growing customer base, particularly within the newly acquired Juno product line, experiences a seamless and highly valuable integration with our innovative financial infrastructure. This role is pivotal in shaping the customer journey from initial engagement through to long-term success, directly contributing to Ramp's mission of automating and optimizing business spend for over 50,000 companies. You will operate with the autonomy and ownership of an early-stage startup, leveraging the extensive resources and reach of Ramp to define and scale a new category within guest travel and expense management. Your efforts will directly impact how businesses manage billions in spend, addressing a significant gap in the market for fragmented and underserved financial workflows.
• In this dynamic role, you will meticulously manage the entire customer lifecycle, beginning with the critical onboarding phase. This involves leading implementations from the initial kickoff meeting all the way through to the successful go-live of the product. You will be responsible for developing and maintaining comprehensive project plans, establishing clear timelines, and ensuring consistent, transparent communication with all relevant stakeholders, both internal and external. A key aspect of your day-to-day will be to foster a strong, collaborative partnership with the Sales team, ensuring a smooth and efficient handover of new clients. Proactive risk identification is paramount; you will be expected to anticipate potential challenges early in the implementation process and drive cross-functional solutions to mitigate them, ensuring projects stay on track and customer expectations are met.
• Beyond the initial implementation, your responsibilities extend to driving ongoing customer success and maximizing the value derived from Ramp's solutions. You will serve as the primary point of contact for customers post-launch, building enduring relationships based on trust and performance. A core focus will be on driving product adoption and engagement, actively monitoring customer usage patterns, and demonstrating measurable business outcomes that align with their strategic goals. This includes conducting regular check-ins and strategic business reviews to assess account health, identify areas for improvement, and reinforce the value proposition of Ramp. You will proactively monitor account health metrics to identify and mitigate churn risks, ensuring customer retention and satisfaction. Furthermore, you will actively seek out and identify opportunities for account expansion, working collaboratively with the Sales team to introduce additional Ramp solutions that can further benefit the customer's business.
• You will be joining the Juno team, a startup within Ramp focused on building the guest travel and expense product from the ground up. This means you'll be part of a lean, agile team that is defining a new category. You will have the unique opportunity to influence product direction, customer strategy, and operational processes as the business scales. This role is ideal for someone who thrives in ambiguity, enjoys building processes and structure where none exist, and is eager to make a significant impact on a nascent product area. You will be empowered to take ownership of problems, drive initiatives, and contribute to the overall success of Juno and Ramp.
• This position offers a unique chance to gain deep expertise in SaaS customer success and implementation, particularly within the burgeoning fintech space. You will develop advanced project management skills, hone your ability to navigate complex technical and business discussions, and build a robust network of contacts across various departments within Ramp and among a diverse customer base. The experience gained in shaping a new product category from its inception, coupled with the opportunity to work with high-growth companies, provides a fertile ground for professional development and career advancement. You will learn to balance the strategic needs of enterprise clients with the operational realities of a fast-paced startup environment, becoming a versatile and highly valuable professional.
• The team you'll be joining is part of Ramp's commitment to building the smartest infrastructure for finance teams. Ramp itself is a rapidly growing company that has already automated over $100B in annualized spend for thousands of companies. The culture emphasizes high agency, high urgency, and a builder mentality, where individuals are empowered to own problems end-to-end and make consequential decisions. As part of the Juno acquisition, you'll be working within a dedicated startup environment that benefits from the stability and resources of a larger, established organization. This hybrid model offers the best of both worlds: the agility and innovation of a startup with the backing and scale of Ramp.
• Success in this role requires a unique blend of technical acumen, project management discipline, and exceptional interpersonal skills. You must be comfortable leading technical discussions while also engaging in strategic conversations with executive-level stakeholders. The ability to build trust, demonstrate value, and proactively manage customer relationships is paramount. You will be expected to take initiative, operate with a high degree of autonomy, and adapt to evolving business needs. Your passion for customer experience and commitment to building long-term partnerships will be key drivers of your success and the success of your customers.
• The opportunity to define a new category within Ramp, specifically addressing the complex and underserved market of guest travel and expense management, is a significant draw. You will be at the forefront of innovation, working on high-impact problems from first principles. This role is not just about managing existing customers; it's about building the foundation for future growth and success in a critical new business area. Your contributions will directly shape the trajectory of Juno and its integration into the broader Ramp ecosystem, offering a chance to leave a lasting mark on the company's expansion and market leadership.

🎯 Requirements

• Proven ability to manage complex projects and customer implementations from kickoff to go-live, including building project plans, managing timelines, and ensuring stakeholder communication.
• Demonstrated experience in serving as a primary point of contact for customers post-launch, driving adoption, engagement, and measurable outcomes, while proactively mitigating churn risk.
• Comfort and capability in navigating both technical and business-level conversations, with the ability to articulate value and solutions to diverse audiences.
• A proactive, ownership-driven mindset, with the ability to thrive in evolving environments and build structure where needed.
• Strong customer-centric approach, with a deep care for customer experience and a commitment to building long-term, trusted partnerships.
• Willingness to be hands-on and tackle tasks of all sizes, demonstrating a "roll up your sleeves" attitude.
• Nice-to-have: 7+ years in Customer Success, Implementations, or Account Management in SaaS.
• Nice-to-have: Experience in travel, fintech, HR tech, or marketplaces.

🏖️ Benefits

• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents.
• 401k with employer match on contributions.
• Flexible Paid Time Off (PTO) policy.
• Fertility HRA up to $10,000 per year.
• Comprehensive Parental Leave.
• Unlimited AI token usage.
• Pet insurance.
• Health and Wellness stipend.
• In-office perks including lunch, snacks, and drinks.
• Budget for intra-office travel.
• Relocation support to NYC or SF if needed.

Skills & Technologies

Onsite

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Ramp Business Corporation

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About Ramp Business Corporation

Ramp Business Corporation provides corporate finance automation software that combines corporate cards, expense management, bill payments, accounting integrations and procurement controls into one platform. The company issues physical and virtual cards, captures receipts via OCR, enforces spend policies, and offers real-time analytics to reduce costs. Founded in 2019 and headquartered in New York City, it serves businesses from startups to large enterprises, focusing on replacing legacy expense systems with automated workflows. Ramp earns interchange revenue from card transactions and subscription fees from its software suite.

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