Head of Customer Success

Location: Remote (Boston Preferred)

Hi, we’re OnRamp. We’re hiring for a Head of Customer Success responsible for the strategy and execution of the post-sale customer lifecycle. We’re growing super fast and have great momentum: a cutting-edge product, enthusiastic customers, and a sizable new round of funding from world-class VCs. If you have a passion for and past results demonstrating customer satisfaction and retention and you’re searching for that defining role of your career, we think this is it.

💡 What is OnRamp exactly?

OnRamp is a collaborative onboarding management platform that helps companies provide a world-class onboarding experience to customers and partners. Our primary product is a B2B2B (!) application that serves companies from startups to Fortune 100s across almost all industries.

We are a tight-knit team of builders and problem solvers (15 total, today) who are excited to solve some of the most intractable problems our customers face daily.

We expect everyone to live by the values we know will make us successful and a great place to work:

• Be relentlessly curious

• Be an owner

• Be team customer

• Bias towards action (and evidence)

• Be positive

📈 What will I do?

If you’re looking to help build something that has a huge impact on how organizations efficiently and effectively interact and collaborate with one another, you’ve found the right place. You’ll be a key part of the team at a critical inflection point in OnRamp’s growth!

• Build and lead a world class Customer Success team as a player/coach that is focused on driving customer adoption, satisfaction and retention.

• Own and implement the operational infrastructure required to optimize retention and expansion

• Define segmentation and varying strategies of customer base and identify opportunities for continuous improvement, with a focus on activities to improve adoption and recognizing value.

• Develop and maintain strong customer relationships, helping customers understand the value of the OnRamp platform enabling platform adoption and growth.

• Oversee customer success activities within the following lifecycle functions: onboarding, training, adoption, renewals, cross-sell/up-sell and advocacy.

• Own and manage customer escalation situations.

• Identify and provide objective feedback to OnRamp on what gaps and opportunities exist getting our customers to their stated goals.

• Build and lead training initiatives including thought leadership, content development, events, and mentoring.

You’ll be reporting to Paul, OnRamp’s CEO, with the opportunity to grow alongside your and the company’s success.

🤺 What traits should I bring?

OnRamp is a small team and you’ll be an early teammate. We’re in an exciting, fast-paced build mode - we hope that’s music to your ears.

• You’re excited about being collaborative, trying new things, and helping us set the foundation of OnRamp’s Customer Success program.

• You are equally comfortable working on tactical and strategic projects

• You are output-oriented and believe that while it is important to know the perfectly right way to get things done, it’s not always the right thing to do

• You are a relationship builder. You are passionate about learning what makes people tick, what they value and how to make them successful.

• You’re a natural storyteller. You like talking to people and get excited to help them think about things differently. Showing customers the product and painting a value picture for them is fun!

• You are naturally curious and proactively seek answers and ways to make things better. You want to understand the ‘why’ behind customers' requests in an effort to help them achieve their goals.

• You love dissecting and troubleshooting problems independently and finding creative solutions. You know when to ask for support and are comfortable questioning things that don’t add up.

• You project energy, enthusiasm, and confidence.

• You’re excited about a dynamic environment with opportunities to try new things.

🤝 What do I do if I’m interested?

Apply! We’d love to talk to you.

We offer competitive pay (base + bonus + equity) and benefits like healthcare, dental, vision, a 401k, take-what-you-need vacation policy, etc.

While we have a center of gravity in Boston, we work remote from all parts of the country. We’re committed to finding the right next person for us, so we want to speak with you wherever you are!