Scaled Account Manager
Plaid offers a platform that enables applications to connect with users' bank accounts, facilitating a wide range of financial services. They provide tools for payments, personal finance management, credit, and more, serving clients like Moneybox, Western Union, and Affirm. Their core product is an API that provides access to a vast network of financial institutions, allowing developers to build financial products and services.
Funding
Projects
About Plaid
Plaid is a financial technology company that enables applications to connect with users' bank accounts. It allows consumers and businesses to interact with their bank accounts, check balances, and make payments through other financial technology applications. Plaid's network connects to over 12,000 financial institutions across 20 markets, serving a global user base of over 100 million. The company provides APIs for developers to build solutions for personal financial management, credit, payments, business finances, iGaming, and property management. Key products include Auth for account verification, Link for connecting accounts, Transactions for accessing financial data, Balance for real-time checks, Assets for verifying assets, and Identity for user verification. Plaid focuses on increasing conversion, fighting fraud, and providing clean, organized financial data for smarter underwriting and other financial services.
Skills
About the Role
You will be the primary point of contact for a portfolio of European SMB accounts, guiding them from activation through renewal. Your day-to-day will cover driving product activation for signed-not-live accounts, running business reviews and health check-ins for tier one customers, and monitoring usage data to flag churn risk. You'll spot upsell opportunities from data and customer conversations, manage the end-to-end renewal process including pricing and billing coordination, and triage technical escalations with Support and Customer Engineering. You'll also build the repeatable playbooks and workflows that let the team scale alongside a rapidly growing customer base.
Requirements
- 3-5 years of client-facing experience (account management, customer success, consulting, or operations)
- Customer empathy and genuine desire to see customers succeed
- Comfort with ambiguity and building process from scratch
- Interest in financial services and technical products; a high degree of intellectual curiosity
- Excitement to work in a high-growth environment and build processes and tools as needed
- Ability to work with all types of people and build productive working relationships
- Analytical mindset: comfortable with data, reporting, and structured prioritisation
Responsibilities
- Own 150+ European SMB accounts, serving as the primary contact
- Drive activation for signed-not-live accounts
- Run business reviews and health check-ins for tier one customers
- Monitor usage data via Databricks to flag churn risk and accounts below minimums
- Identify upsell opportunities from data and customer engagements
- Manage renewals end to end: pricing, contract adjustments, billing coordination via Tesorio
- Develop repeatable processes such as onboarding cadences, activation playbooks, and escalation workflows
- Triage technical escalations with Support & Customer Engineering
Benefits
- Medical, dental, and vision insurance
- 401(k)
- Equity