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About the Role
Ramp is hiring an Associate Manager to lead Premier Support, a team of senior specialists dedicated to supporting Ramp's largest and most complex customers. This role involves people leadership, performance management, and shaping the team's operating model and playbooks.
Responsibilities
- Lead and develop a team of senior specialists, including conducting 1:1s, providing feedback, and creating development plans.
- Own team performance, setting clear expectations, recognizing high performers, and addressing performance gaps.
- Ensure team results in quality, responsiveness, and SLA delivery across supported accounts.
- Manage escalations for strategic accounts, driving them to resolution and coordinating with Product or Engineering when necessary.
- Partner with Account Management to support shared accounts, identify risks, and provide feedback on product and account signals.
- Utilize data to identify trends, find root causes, and implement coaching or process changes.
- Develop durable playbooks, documentation, and processes based on recurring account patterns.
- Manage team capacity to ensure quality scales with account growth.
- Adopt and champion AI-powered workflows, helping the team become proficient and influencing tool evolution.
- Lead the team through organizational changes, making transitions manageable and anticipating future changes.
Requirements
- Minimum 2 years of people-management experience, including direct accountability for performance, development, and difficult conversations.
- Minimum 4 years in customer-facing support, technical account management, or customer success, with experience in enterprise or complex B2B accounts.
- Demonstrated ability to manage performance honestly and effectively.
- Proven experience leading a team through significant change (e.g., reorg, new operating model, tooling migration).
- Strong analytical instincts, with the ability to work from data, find root causes, and defend decisions with evidence.
- Excellent written and verbal communication skills.
- Comfort leading in ambiguous environments where processes are still being built.
- Experience using AI tools to improve support or account workflows.
- Availability to work outside standard hours when required, including on-call rotation and occasional holiday coverage.
- Experience managing a named book of B2B accounts or leading a team that did.
- Experience building a team or function from an early stage.
- Experience partnering closely with Customer Success, Account Management, or Sales.
- Background in FinTech or financial services.
- Comfort with ERP and accounting systems (NetSuite, Workday, Sage Intacct).
- Ability to hold technical conversations about system connections (APIs, bank integrations, accounting software).
- Experience in a premium, dedicated, or VIP support model at a high-growth company.
Skills
- People management
- Performance management
- Coaching
- Data analysis
- Root cause analysis
- Process improvement
- AI tools
- Change management
- Customer support
- Technical account management
- Customer success
- Enterprise B2B accounts
- Communication (written and verbal)
- Leadership in ambiguity
- FinTech
- ERP systems
- Accounting systems
- API integrations
- Premium support models
Location
- United States
- Canada
- United Kingdom
- NYC
- SF
Work Type
- Full-time
Experience Level
- Associate Manager
- Minimum 2 years people management
- Minimum 4 years customer-facing support/TAM/CS
Salary/Compensations
- $108,000 - $132,000 (NYC or SF)
- $100,000 - $125,000 (Other locations)
Benefits
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents (US)
- One Medical annual membership (US)
- 401(k), including employer match (US)
- Fertility HRA (up to $10,000 per year) (US)
- Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
- Pet insurance (US)
- In-office perks: lunch, snacks, drinks, and more (US)
- Relocation support to NYC or SF (as needed)
- Group medical, dental, and vision coverage through Sun Life (Canada)
- Life, AD&D, and disability coverage (Canada)
- Fertility drug coverage (up to $4,000 lifetime) (Canada)
- Group Retirement Plan with employer match (RRSP + DPSP) (Canada)
- Employee Assistance Program and virtual care through Lumino Health (Canada)
- Private medical insurance through Freedom Elite (UK)
- Virtual GP and at-home care via eMed x Livi (UK)
- Workplace pension through Penfold, with salary sacrifice option (UK)
About the Company
- Ramp is building the smart infrastructure for finance teams, automating how businesses spend.
- We automate how over $200B in annualized spend flows in and out of 70,000+ companies.
- We hire people with high agency and high urgency, focusing on what individuals have built.
- Ramp empowers ambitious companies to save money and grow revenue.
- We build systems that directly shape how companies move and manage billions.
Equal Opportunity
- Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
- Beware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.
- Ramp Applicant Privacy Notice