Ramp
Associate Manager, Premier Support (Customer Experience)
New York, NY (HQ) · Full-time
Sponsorship not specified$108k-$132kDetected 25 days ago
Account ManagementAccountingERPHRISCustomer SuccessLoad BalancingResearchLeadershipCommunicationMentoringNetSuite
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odds of building a lasting career here
57Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds (Level III)83
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~45% per draw at Level III). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
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About the role
- This is a small team of senior specialists - six today, scaling meaningfully, who are the daily point of contact for the accounts Ramp can least afford to get wrong.
- That means coaching specialists who operate with real autonomy, hold a high bar for quality and responsiveness when the stakes are high, and are the person your team escalates to when an account is experiencing challenges.
- The playbook exists but it isn't finished, and you'll be shaping it.
Responsibilities
- Lead and develop a team of senior specialists. Run weekly 1:1s, give feedback that changes behavior, and build development plans that grow real ownership and judgment. Know your people well enough to make coaching specific.
- Own performance directly. Set a clear bar, recognize and grow your strongest people, and address gaps early and honestly. You'll have the hard conversations yourself, with a plan and a follow-through.
- Own escalations. Be the point of accountability when a strategic account escalates - driving it to resolution, keeping partners informed, and making sure it gets raised cleanly to Product or Engineering when it needs to.
- Partner with Account Management. Work shoulder-to-shoulder on shared accounts: surfacing risk, feeding product and account signals back, and making Premier a partner they rely on.
- Build what's missing. Turn recurring patterns from your accounts into durable playbooks, documentation, and processes. Manage capacity as the book grows, so quality scales faster than headcount.
- Lead through change. Premier will look different in six months. You'll make that feel manageable for your team, and you'll anticipate the next change before it arrives.
- Lead and develop a team of senior specialists.
Requirements
- Minimum 4 years in customer-facing support, technical account management, or customer success, including experience with enterprise or complex B2B accounts
Compensation
- Fertility HRA (up to $10,000 per year)
Benefits
- Centralized home-office equipment ordering
- Health and wellness stipend
- Weekly coffee stipend
- 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
- One Medical annual membership
- Relocation expense coverage to NYC or SF (if needed)
- Group medical, dental, and vision coverage through Sun Life
- Life, AD&D, and disability coverage
- Fertility drug coverage (up to $4,000 lifetime)
- Group Retirement Plan with employer match (RRSP + DPSP)
- Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
- Employee Assistance Program and virtual care through Lumino Health
Company info
- Ramp builds software that moves real money - corporate cards, bill payments, reimbursements, accounting integrations, and travel.
- Our customers rely on us to keep their operations running, and our CX team is the frontline when something needs to be resolved fast.
- Premier Support is the dedicated support team for Ramp's largest and most complex customers - the Enterprise and Strategic accounts running global, multi-entity finance operations on Ramp.
- Our specialists support these accounts with real depth:
- they know the businesses, stakeholders, and systems, and they're the people the customer comes to when something matters.
- It's high-touch, relationship-led support.
- Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion AI-powered workflows, help your team get fluent, and shape how these tools evolve. Comfort with new technology isn't optional - we are all builders at Ramp.
This listing is sourced directly from Ramp's careers page and normalized into a canonical job model.