Scaled Account Manager

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam. The European Account Management team at Plaid owns the post-sales relationship for every customer in our European book. We drive product adoption, revenue growth, and long-term retention. We work cross-functionally with Sales, Product, and Customer Engineering to ensure our customers get maximum value from the Plaid platform. We act as partners, advisors, and advocates for our customers. Our mission is to build scalable commercial infrastructure that supports a rapidly growing European customer base. Plaid is looking for an analytically minded, process-oriented Account Manager to support our European SMB book. The right candidate can manage volume through structure, diagnose activation blockers independently, and develop the repeatable workflows that let the team scale. You will be the primary point of contact for your accounts. Your day-to-day covers activation, renewals, upsells, health monitoring, and escalation triage. The processes you build are as important as the individual conversations you have. 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 the data and customer engagements - Manage renewals end to end: pricing, contract adjustments, billing coordination via Tesorio. - Develop repeatable processes (onboarding cadences, activation playbooks, escalation workflows) that scale with the growing book. Triage technical escalations with Support & Customer Engineering. Qualifications: - 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. Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid! Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally pr