Head of Customer Success and Support

About OnRamp OnRamp 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, were redefining how companies bring new customers online. The Role As Head of Customer Success and Support at OnRamp, you will own all postsales 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 crossfunctional alignment with customer needs and business goals. Responsibilities Lead all aspects of our customerfacing post sales strategy, operations, and process development Own target attainment for NRR including both renewal and expansion quota. Manage a growing team of CSMs and Support staff, providing coaching, mentoring, and development Regularly engage and build executive level relationships with customers Collaborate with leadership across the company as required to align operations with our strategic initiatives and business plan Set 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 metrics Collaborate with Product and Engineering on customer escalation and ticket resolution process Collaborate with Product and Marketing on customer facing programs such as Beta Programs, Customer references and reviews, and CaseStudy development Collaborate with Sales and Product Management to assess Enterprise prospect requirements and any service requirements resulting from those requirements Communicate customer needs and issues, as well as internal initiatives to relevant internal and external stakeholders, fostering transparency, buyin and excitement Drive internal usage of the OnRamp platform in our own onboarding and customer lifecycle management Collaborate with Marketing to create and promote thought leadership content Qualifications and Experience Experience as a CSM in a B2B SaaS company Experience building and leading a growing team Experience with all postsales SaaS functions Experience with SMB, MidMarket, and Enterprise customers Strong analytical and problemsolving skills, with the ability to assess risks and make datainformed 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 technologies Strong process design skills Exceptional executive level customer facing communication, issue resolution, and expansion sales skills High comfort level with ambiguity and working on a small team in a fast moving environment. Why OnRamp Work directly with enterprise and midmarket clients, including Fortune 15 companies Join a highgrowth SaaS company backed by toptier investors Be part of a collaborative, ownershipdriven culture Highly competitive cash compensation, equity, and benefits Bostonbased, 5 days a week inoffice OnRamp 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 dont hesitate to let us know. #J-18808-Ljbffr