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What this posting asks for

Level: Senior — The posting asks for 5+ years of experience.

Main responsibilities

• 1. Own the post-implementation experience for a book of mid-market customers, with clear accountability for sustained adoption, customer satisfaction, and re…
• 2. Drive sustained adoption by understanding each customer's goals and guiding them toward the workflows that improve outcomes for their business — including…
• 3. Act as each customer's expert in finance workflows: understand how they run their business, advise on decisions as their needs change, and make the value …
• 4. Build multi-threaded relationships in every account, including finance leadership relationships you own, so the account stays steady through change like a…
• 5. Partner with Account Management on QBRs and business reviews, quantifying Ramp's impact in the language CFOs and Controllers care about — close cycle impr…
• 6. Spot opportunities for growth and bring them to Account Management, who owns renewals and expansion; as customers add products, drive ongoing activation s…
• 7. Run your book on data: monitor usage, CP, and risk signals, prioritize where your time goes, and get ahead of challenges and escalations before they reach…
• 8. Use AI tools daily to prepare for customer calls, build materials, synthesize data, identify account risk, and operate at a pace traditional methods can't…
• 9. Bring customer feedback back into Ramp — surfacing patterns, gaps, and opportunities from your accounts to shape how Ramp evolves
• 10. Turn what works into repeatable plays, programs, and automations that scale across your book and the team

Competencies an interviewer will look for

• Ownership and accountability Core
  In the posting: “At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.” · “You'll own the customer experience after implementation for a book of mid-market customers, partnering with Account Management on long-term account strategy.” · “Own the post-implementation experience for a book of mid-market customers, with clear accountability for sustained adoption, customer satisfaction, and renew…”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Customer focus Core
  In the posting: “The median Ramp customer saves 7.5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp.” · “Ramp's Mid-Market Customer Success Managers on the Lifecycle team don't stop at go-live — they make sure customers keep getting more from Ramp as their busin…” · “As we've matured as an organization, our customer relationships have grown more complex too: customers are buying more of the platform at once, running it ac…”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “As we've matured as an organization, our customer relationships have grown more complex too: customers are buying more of the platform at once, running it ac…” · “Run your book on data: monitor usage, CP, and risk signals, prioritize where your time goes, and get ahead of challenges and escalations before they reach re…” · “A data-driven approach to managing a book — you prioritize based on usage, revenue, and risk signals and can spot an at-risk account well before renewal”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Data and analysis Core
  In the posting: “The problems are high-stakes, data-dense, and unforgiving.” · “Partner with Account Management on QBRs and business reviews, quantifying Ramp's impact in the language CFOs and Controllers care about — close cycle improve…” · “Run your book on data: monitor usage, CP, and risk signals, prioritize where your time goes, and get ahead of challenges and escalations before they reach re…”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Technical skill Core
  In the posting: “Exposure to FP&A, accounting software ecosystems (NetSuite, Sage, QuickBooks, Xero), expense management, or CFO-adjacent workflows” · “Centralized home-office equipment ordering”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Problem solving Core
  In the posting: “Too often, a feature that could solve a real problem goes unused because no one is there to show how it would work in that customer's business.” · “Technical and systems acumen to understand how Ramp fits into a customer's finance stack, diagnose what's blocking adoption, and bring in the right technical…”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Teamwork and collaboration Core
  In the posting: “Partner with Account Management on QBRs and business reviews, quantifying Ramp's impact in the language CFOs and Controllers care about — close cycle improve…” · “Strong collaboration and influencing skills across Sales, Account Management, Product, Operations, and other GTM teams”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Adaptability and learning Core
  In the posting: “you bring structure to ambiguity and iterate quickly” · “High-growth or startup experience with comfort operating in ambiguity and rapid change”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.
• Communication Supporting
  In the posting: “Ability to communicate Ramp's impact in financial terms — walking a Controller through the value Ramp has delivered and connecting adoption to P&L outcomes”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Leadership and mentoring Supporting
  In the posting: “Build multi-threaded relationships in every account, including finance leadership relationships you own, so the account stays steady through change like a ne…”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Stakeholder management Supporting
  In the posting: “Strong collaboration and influencing skills across Sales, Account Management, Product, Operations, and other GTM teams”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.

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