Set and maintain a high-performing culture and morale by managing a group of exceptional CSMs to drive thorough and efficient onboarding and product activation for Ramp’s medium/large customers
Oversee the daily activities and quota performance management of individual CSMs to ensure team exceeds product onboarding and spend activation goals, while maintaining strong CSAT
Refine best practice playbooks for the CSM team, and improve team output and efficiency over time by optimizing systems and processes
Act as a voice of the customer and key contributor retaining and expanding Ramp’s Mid Market segment
Build and leverage internal AI tools and Salesforce dashboards to monitor the success of our customers and the performance of the team
Report on team performance and forecast to senior leadership
