In the first 6 months, this leader will have launched and iterated scaled activation programs that measurably increase self‑serve activation and early retention, established a recurring metrics review with dashboards that surface funnel bottlenecks, and lifted team efficiency and CSAT through process, automation, and content improvements while developing a high‑performing team of 6–8 sCSMs. This role will design, operationalize, and lead programs that activate, retain, and grow 50% of Ramp’s micro‑SMB customers who don’t receive white‑glove 1:1 support, blending strategy, systems, and people leadership to drive impact at scale.