Summary / When to Use This
When you need help in OnRamp, knowing who to reach out to saves time and gets you the right answers faster. Your Account Manager, Customer Success Manager (CSM), and Support team each cover different areas. Use this guide to decide which channel is best for your question or request.
Who Does What: Roles at OnRamp
Account Manager
Pricing and renewals
Adding or removing licenses/seats
Custom terms or contract changes
Evaluating add-ons, integrations, or premium features
Strategic planning for scaling OnRamp use
Customer Success Manager (CSM)
Onboarding and adoption
Training and best practices
Guidance on using existing features
Optimizing your current setup to realize value
Support Agents / Technical Support
Troubleshooting bugs or errors
Fixing technical issues
Answering “how it works” questions about existing features
Helping you recover from downtime or mistakes
Steps to Follow
1. Contact Your Account Manager for Commercial or Contract Topics
Reach out when you need help with:
Renewals & contract changes (pricing questions, term length adjustments, renegotiations).
Licenses/seats (adding, removing, or changing license counts).
Additional functionality (exploring premium features, integrations, or enterprise options).
Strategic planning (budget forecasts, scaling to more teams, growth discussions).
Legal or compliance matters (contract amendments, data privacy clauses, security requirements).
👉 If you’re unsure who your Account Manager is, send us a message—we’ll connect you. Their email is usually formatted like FirstName@onramp.us.
2. Work with Your CSM for Success & Adoption
Lean on your CSM when you want:
Onboarding help for new users or teams
Advice on best practices or workflows
Training sessions or product walkthroughs
Guidance on how to get the most value out of your current plan
3. Use Support for Technical Help
Open an Intercom chat or contact Support directly when you need:
Bug troubleshooting or error recovery
Clarification on how a feature works today
Help with system behavior that seems broken or confusing
Quick answers to unblock you during active work
Tips & Troubleshooting
Not sure who to ask? If in doubt, start with Support. We’ll either solve the issue or route you to your Account Manager or CSM.
Urgent issues (like downtime or errors preventing work) → Always go straight to Support.
Strategic or pricing discussions → Always start with your Account Manager.