Customer Success Manager at Plaid

San Francisco, California, United States

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$120,000 – $160,000Compensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

NoVisa

SoftwareIndustries

Requirements

The ideal candidate will have 3-5 years of experience in a Customer Success or post-sales role at an early-stage B2B SaaS company. They should be hands-on, proactive, possess strong product sense, and communicate clearly and thoughtfully. Experience supporting $10k-50k+ ACV customers and working cross-functionally with product, GTM, and support teams is essential. Bonus points for comfort with technical topics like APIs and webhooks.

Responsibilities

The Customer Success Manager will own customer onboarding, including gathering context, leading sessions, and building early relationships to drive adoption. They will also manage renewals and expansions by tracking contracts, uncovering use cases, and driving upsell conversations. This role involves being the voice of the customer by gathering feedback, advocating for priorities, and influencing the product roadmap. Additionally, the CSM will help improve customer education through onboarding flows and support documentation, and collaborate closely with the support team to triage escalations and evolve support processes.

Skills

Customer Success

Onboarding

Post-sales

Support Enablement

Product Feedback

Customer Relationship Management

B2B SaaS

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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