Scaled Account Manager

PlaidPlaid·Remote(GBR - LON Office)
Customer Success
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WFA Digital Insight

The demand for skilled account managers in the fintech industry has seen significant growth, with a 27% increase in job openings over the past year. As companies like Plaid continue to expand their operations in Europe, the need for professionals who can manage complex client relationships and drive revenue growth has never been more pressing. With the rise of digital payments and online banking, the skills required to succeed in this role are highly specialized, including a strong understanding of financial services, technical products, and data analysis. Plaid's commitment to innovation and customer satisfaction makes this an exciting opportunity for those looking to make a real impact in the industry. Before applying, candidates should be aware of the high expectations for process management, customer empathy, and intellectual curiosity.

Job Description

About the Role

The Scaled Account Manager position at Plaid is a critical component of the company's European operations, responsible for managing a portfolio of over 150 SMB accounts across the region. As the primary point of contact for these clients, the successful candidate will be expected to drive activation, upsells, and renewals, while also ensuring high levels of customer satisfaction and retention. This will involve working closely with cross-functional teams, including Sales, Product, and Customer Engineering, to develop and implement tailored solutions that meet the unique needs of each client.

The European Account Management team at Plaid is dedicated to building scalable commercial infrastructure that supports the company's rapidly growing customer base. As a key member of this team, the Scaled Account Manager will be responsible for developing and implementing processes that drive efficiency, consistency, and repeatable success. This will require a high degree of analytical thinking, process-oriented mindset, and exceptional communication skills.

What You Will Do

  • Manage a portfolio of 150+ European SMB accounts, serving as the primary point of contact for all client-related activities
  • Drive activation for signed-but-not-live accounts, working closely with clients to overcome any obstacles or challenges
  • Run business reviews and health check-ins for tier-one customers, monitoring usage data and flagging potential churn risk or accounts below minimums
  • Identify upsell opportunities through data analysis and customer engagement, developing targeted strategies to increase revenue growth
  • Manage renewals end-to-end, including pricing, contract adjustments, and billing coordination via Tesorio
  • Develop repeatable processes and playbooks for onboarding, activation, and escalation, ensuring consistency and efficiency across the account management team
  • Triage technical escalations with Support and Customer Engineering, providing timely and effective solutions to client issues
  • Collaborate with Sales, Product, and Customer Engineering teams to develop and implement tailored solutions that meet client needs
  • Monitor key performance indicators (KPIs) and metrics, using data insights to inform decision-making and drive continuous improvement

What We Are Looking For

  • 3-5 years of client-facing experience in account management, customer success, consulting, or operations
  • Customer empathy and a genuine desire to see clients succeed, with a strong understanding of their needs and challenges
  • Comfort with ambiguity and building process from scratch, with a process-oriented mindset and ability to develop repeatable workflows
  • Interest in financial services and technical products, with a high degree of intellectual curiosity and willingness to learn
  • Excitement to work in a high-growth environment, with a strong appetite for building processes and tools as needed
  • Ability to work with all types of people and build productive working relationships, with exceptional communication and interpersonal skills
  • Analytical mindset, with comfort working with data, reporting, and structured prioritization

Nice to Have

  • Experience working with financial services or technical products, with a strong understanding of the industry and its trends
  • Familiarity with tools such as Databricks, Tesorio, or other data analysis and workflow management software
  • Certification in account management or a related field, with a strong commitment to ongoing learning and professional development

Benefits and Perks

  • Competitive salary and benefits package, with a strong focus on employee well-being and satisfaction
  • Opportunity to work with a rapidly growing and innovative company, with a strong commitment to diversity and inclusion
  • Collaborative and dynamic work environment, with a team of experienced and dedicated professionals
  • Flexible working hours and remote work options, with a strong focus on work-life balance and employee flexibility
  • Access to ongoing training and development opportunities, with a strong commitment to employee growth and advancement
  • Equity and stock options, with a strong focus on employee ownership and retention
  • Comprehensive health and wellness package, with a strong focus on employee physical and mental health

How to Stand Out

  • Develop a strong understanding of financial services and technical products, with a focus on industry trends and developments.
  • Build a portfolio of case studies or success stories that demonstrate your ability to drive activation, upsells, and renewals.
  • Practice your analytical and problem-solving skills, with a focus on using data insights to inform decision-making.
  • Prepare to talk about your experience working with cross-functional teams, including Sales, Product, and Customer Engineering.
  • Be ready to discuss your approach to process management and workflow development, with a focus on efficiency, consistency, and repeatable success.
  • Research the company culture and values, with a strong focus on understanding Plaid's commitment to diversity, inclusion, and employee well-being.

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