Customer Success Manager at Plaid

San Francisco, California, United States

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$130,000 – $160,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

2–3 years’ experience in a Customer Success, CX, or post-sales role at an early-stage B2B SaaS company
Hands-on and proactive - quick to jump into Slack with a customer, jump on a call when needed, and follow up consistently
Great product sense - ability to translate feedback into structured insights and push back constructively
Communicate clearly and thoughtfully - know when to go async and when to hop on a video call
Experience supporting $10k-50k+ ACV customers and ability to manage multiple accounts without dropping the ball
Enjoy working cross-functionally with product, GTM, and support
Excited to help build the foundations of customer success at Plain from scratch
Availability starting around 7am PT to sync with Europe teammates (3+ days/week in SF office)
BONUS: Comfortable handling technical topics like APIs, webhooks, integrations, and workflows

Responsibilities

Own onboarding for a portfolio of customers: gather context from sales, lead customer onboardings, and build relationships with high-value customers to drive adoption and long-term success
Own renewals and expansions for a portfolio of customers: track contract timelines, uncover new use cases, and drive upsell conversations in partnership with product and sales
Be the voice of the customer: gather and summarise feedback, advocate for customer priorities, and influence product roadmap conversations
Improve customer education: help improve onboarding flows, support docs, and async resources for customer self-service
Stay close to support: work closely with the support team to triage escalations, follow up on feedback, and evolve support using Plain itself

Skills

Key technologies and capabilities for this role

Customer SuccessOnboardingPost-SalesSupport EnablementProduct FeedbackB2BSaaSAI

Questions & Answers

Common questions about this position

What is the salary range for the Customer Success Manager role?

The salary range is $130K - $160K.

Is this role remote or onsite, and what are the office expectations?

This is an onsite role based in the SF office with an expectation of 3+ days/week in person. Availability starting around 7am PT is required to sync with European teammates.

What experience and skills are required for this position?

Candidates need at least 3 years of experience in a CS or post-sales role at an early stage B2B SaaS company, with a passion for helping customers adopt and love the product. The role involves onboarding, renewals, expansions, gathering customer feedback, improving education resources, and collaborating with support, product, and sales teams.

What is the company culture and team like at Plain?

Plain is a small team with offices in SF and London, focused on redefining B2B customer support through AI and unified interactions. They emphasize close collaboration across teams, using their own product daily, and provide coffee for early starts to sync with European teammates.

What makes a strong candidate for this Customer Success Manager role?

A strong candidate has 2-3 years of experience in CS or post-sales at an early-stage B2B SaaS company and genuinely enjoys driving customer adoption and success.

Plaid

Connects financial accounts to apps securely

About Plaid

Plaid simplifies financial data management for individuals and businesses by connecting various financial accounts to apps and services. Its main product is a set of APIs that allow developers to integrate financial data into their applications, enabling users to track spending, initiate payments, and access financial services all in one place. Plaid serves a wide range of clients, including app developers and financial institutions, and is used by popular apps like LendingTree and Square. Unlike many competitors, Plaid focuses on providing a comprehensive and scalable platform that supports various financial use cases, such as transactions and identity verification. The company's goal is to enhance the way users interact with their financial data, making it easier and more secure.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$714.3MTotal Funding

SERIES_DCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

We've got you covered: From medical, life, and 401ks, we’re here to support your physical, mental, and financial wellbeing.

Everyone is an owner: We want everyone to feel ownership over their work - literally, which is why we offer equity to full-time Plaids.

Vacation your way: We want to make sure you have time to meet your personal needs with unlimited PTO and two weeks of synchronous, company-wide vacation.

Grow your skills: Every Plaid is in control of their career development with our learning stipends, tools, and trainings.

Risks

Increased competition from API-based banking solutions like FIS's Code Connect platform.

Potential legal challenges, such as PNC's lawsuit over trademark issues.

Demand for enhanced transparency and security in financial data sharing.

Differentiation

Plaid offers seamless financial data integration through robust APIs for diverse clients.

Plaid's Pay by Bank for Bill Pay provides a cost-effective recurring payment solution.

Plaid's strategic partnerships enhance its value proposition in payroll and payment sectors.

Upsides

Plaid's expansion into the Triangle area indicates growth and increased hiring potential.

Partnership with Dwolla enhances Plaid's presence in the secure payments sector.

Collaboration with Ansa expands market reach through pay-by-bank capabilities for merchants.

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