Head of Customer Success and Support

About OnRampOnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors and trusted by Fortune 15 companies, we’re redefining how companies bring new customers online.The RoleAs Head of Customer Success and Support at OnRamp, you will own all post‑sales customer facing teams: Onboarding, Customer Success, Support, and Customer Education.You will play a pivotal role in shaping our direction and delivering results that drive our company success as part of a growing team. You will collaborate closely across all company functions to ensure cross‑functional alignment with customer needs and business goals.ResponsibilitiesLead all aspects of our customer‑facing post sales strategy, operations, and process developmentOwn target attainment for NRR including both renewal and expansion quota.Manage a growing team of CSMs and Support staff, providing coaching, mentoring, and developmentRegularly engage and build executive level relationships with customersCollaborate with leadership across the company as required to align operations with our strategic initiatives and business planSet quarterly CS team priorities by sequencing initiatives based on customer and revenue impact, and translate those priorities into scoped projects with clear owners, timelines, and success metricsCollaborate with Product and Engineering on customer escalation and ticket resolution processCollaborate with Product and Marketing on customer facing programs such as Beta Programs, Customer references and reviews, and Case‑Study developmentCollaborate with Sales and Product Management to assess Enterprise prospect requirements and any service requirements resulting from those requirementsCommunicate customer needs and issues, as well as internal initiatives to relevant internal and external stakeholders, fostering transparency, buy‑in and excitementDrive internal usage of the OnRamp platform in our own onboarding and customer lifecycle managementCollaborate with Marketing to create and promote thought leadership contentQualifications and ExperienceExperience as a CSM in a B2B SaaS companyExperience building and leading a growing teamExperience with all post‑sales SaaS functionsExperience with SMB, Mid‑Market, and Enterprise customersStrong analytical and problem‑solving skills, with the ability to assess risks and make data‑informed decisions.Exemplary communication and collaboration skills, with the ability to influence stakeholders and drive consensus.Proficiency with CRM (e.g., Salesforce, Hubspot) and popular productivity/workflow tools (e.g., JIRA) as well as familiarity and comfort supporting customer use of technical features such as integrations, webhooks, APIs, and similar technologiesStrong process design skillsExceptional executive level customer facing communication, issue resolution, and expansion sales skillsHigh comfort level with ambiguity and working on a small team in a fast moving environment.Why OnRampWork directly with enterprise and mid‑market clients, including Fortune 15 companiesJoin a high‑growth SaaS company backed by top‑tier investorsBe part of a collaborative, ownership‑driven cultureHighly competitive cash compensation, equity, and benefitsBoston‑based, 5 days a week in‑officeOnRamp is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. OnRamp considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. OnRamp is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please don’t hesitate to let us know. #J-18808-Ljbffr