# Sophie Teraoka > Enterprise Activation @ Ramp Location: New York, New York, United States Profile: https://flows.cv/sophieteraoka Experienced enterprise and strategic Customer Success Leader with a demonstrated history of working in the tech industry with experiences at Fortune 50 companies (Amazon, LinkedIn, and GE) as well as high growth startups (Tavus, Heap, Drift, and Outreach). Strategic and Passionate Customer Success Leader leading high performing CS teams and driving successful customer outcomes. Proven track record of driving increased retention, expansion and advocacy through scalable, data-backed processes with a passion for team leadership and employee development ## Work Experience ### Customer Activation Manager, Enterprise @ Ramp Jan 2024 – Present | New York, New York, United States -Lead onboarding and implementation for Ramp’s largest enterprise accounts, driving adoption across corporate cards, bill pay, reimbursements, procurement, and travel -Partner with finance, accounting, and IT leaders to streamline financial workflows, integrate with systems like NetSuite and Workday, and accelerate time-to-value -Act as a strategic advisor on financial operations, tailoring Ramp configuration to each client’s priorities and compliance requirements -Manage change management and rollout across thousands of employees, including executive workshops and user trainings -Collaborate with Product and Engineering to surface customer feedback, influence roadmap, and create workarounds to ensure successful launches -Drive early utilization and measurable ROI by reducing implementation delays and ensuring clean handoffs from sales to account management ### Head of Customer Success @ Tavus Jan 2023 – Jan 2024 | New York, New York, United States -Built and lead a growing Customer Success team (CSMs & SEs) from scratch -Partner with 500+ customers, including Fortune 500 marketing/product leaders, to develop generative AI video strategies -Collaborate with product and engineers to implement AI video APIs, overseeing everything from planning to deployment -Established key CS processes, playbooks, and operating rhythms to drive customer retention and expansion -Reduced onboarding timelines by 40% by rolling out a streamlined onboarding process -Track revenue and customer success metrics through board decks and reports -Built product feedback loops using customer insights and marketing research, boosting product stickiness >75% -Implemented Vitally and Intercom to improve customer engagement and success metrics tracking ### Growth Coach @ Catalyst Software Jan 2023 – Jan 2024 ### Strategic Customer Success Manager & Team Lead @ Heap Jan 2020 – Jan 2023 | New York, New York, United States I am in charge of growing Heap's Enterprise & Strategic accounts. My role is to work with Product/Marketing/Customer Success leaders to strategically capitalize on the power of data, insight, and data-driven approaches to enhance the digital experience. I act as a strategic advisor to drive Heap adoption, translate business objectives to use cases and deliver ongoing business value to secure renewals. In addition, I directly coached and onboarded 4 CSMs with a total book of business of ~$10M ARR. I also implemented and scaled various sales and CS programs including churn mitigation playbooks, strategic executive business reviews etc In December 2023, Contentsquare acquired Heap. ### Enterprise Customer Success Manager @ Drift Jan 2019 – Jan 2020 | San Francisco Bay Area Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -not days later. Acquired by Vista Equity Partners in September 2021 for $1.2B. ### Customer Success Manager, LinkedIn Learning Solutions II @ LinkedIn Jan 2018 – Jan 2019 | San Francisco Bay Area ### Customer Success Manager, LinkedIn Learning Solutions I @ LinkedIn Jan 2017 – Jan 2018 | San Francisco Bay Area LinkedIn Learning is an online learning platform that enables individuals and organizations to achieve their objectives and aspirations. Our goal is to help people discover and develop the skills they need through a personalized, data-driven learning experience. ### Enterprise Customer Success Manager @ Outreach Jan 2016 – Jan 2017 | Greater Seattle Area I was the first Enterprise CSM at Outreach and the second overall CSM hire (I joined at ~$2M ARR and left at ~$10M+ ARR), responsibilities include: -Ownership and management of Outreach 2016's largest customer through successful implementation and adoption of our SaaS platform to over 1,000 sellers within the organization -Led successful renewal of Outreach's 2016 largest client -Developed and streamlined onboarding, retention, and training materials for our clients as well as conducted weekly webinars for over 1,000 users -Led discussions and successfully negotiated upsells and renewals within multiple enterprise and mid-market accounts -Developed and implemented enterprise processes as we scaled our enterprise CSM team from 1 to 5 -Onboarded and mentored 5+ CSMs throughout my tenure at Outreach. ### Retail Vendor Manager @ Amazon Jan 2015 – Jan 2016 | Greater Seattle Area -P&L ownership of CPG conglomerate accounts in the consumables category ($20M, $18M and $8M) through strategic account planning, operations, marketing , and optimization resulting in 60%, 20%, and 40% YoY growth in 2015 respectively -Managed an online marketing campaign by collaborating with five strategic vendors, increased traffic by double digits YoY in 2015, outpacing overall category growth -Successfully negotiated and increased vendor funding by 80% YoY in 2015 for marketing and yearly terms for vendors -Created and implemented bundling process for customers collaborating with the product management team through streamlined creation, reporting and marketing, resulting in a 150% YoY growth in 2015 ### National Accounts Leader @ GE Healthcare Jan 2014 – Jan 2015 | Greater Chicago Area ### Financial Management Program @ GE Healthcare Jan 2012 – Jan 2014 GE’s Financial Management Program is a rigorous two-year rotational program that contains four distinctive assignments, academic coursework, and leadership development. Rotations include: -U.S. & Canada Zone Commercial Financial Analyst -Life Sciences Commercial Controllership Analyst -Inventory Valuation Analyst -Global Ultrasound Financial Planning & Analysis Analyst ### Business Writing Consultant-Assistant Coordinator @ Purdue University Jan 2011 – Jan 2011 | Purdue University Writing Lab ### Intern @ GE Jan 2011 – Jan 2011 ### Intern @ Novelix Pharmaceuticals Jan 2009 – Jan 2009 | La Jolla, CA ## Education ### B.S in Economics Purdue University Daniels School of Business ### La Jolla High School ### Collingwood School ## Contact & Social - LinkedIn: https://linkedin.com/in/sophie-teraoka --- Source: https://flows.cv/sophieteraoka JSON Resume: https://flows.cv/sophieteraoka/resume.json Last updated: 2026-04-07