Account Manager - Enterprise - Scaled

Plaid•New York, NY

About The Position

Plaid's Enterprise Account Management team helps some of the most influential companies build, scale, and grow with Plaid. We develop trusted partnerships with our customers by combining deep technical expertise, product knowledge, and industry insight to help them unlock meaningful business outcomes. We work cross-functionally and collaboratively to ensure our customers successfully launch, adopt, and expand Plaid solutions. As strategic advisors and advocates, we help shape the future of how consumers and businesses interact with their financial lives. Plaid is looking for a highly operational and strategic Account Manager to help build and scale our approach to managing a large portfolio of territory accounts. In this role, you will be responsible for guiding customers from implementation through revenue activation, ensuring they successfully launch and realize value quickly. You will operate as a hybrid of consultant, operator, and account manager — building scalable processes that support customer growth while improving operational efficiency across a large book of business. This role is ideal for someone who thrives in ambiguity, enjoys creating structure from the ground up, and is excited to leverage automation, systems, and AI to scale customer engagement. You’ll focus on helping customers go live with Plaid products, drive early adoption and revenue outcomes, and identify when accounts are ready to transition to a strategic account management motion. As an early builder in this function, you’ll play a key role in defining workflows, best practices, tooling, and scalable engagement models for the team.

Requirements

5+ years of experience in account management, customer success, consulting, operations, partnerships, or a related customer-facing role
Experience managing a large portfolio of accounts in a fast-paced, high-growth environment
Experience supporting customer onboarding, implementation, or post-sales growth motions at scale
Strong operational mindset with a track record of building or improving scalable processes and workflows
Demonstrated ability to balance strategic thinking with hands-on execution
Experience using systems, automation, or AI tools to improve operational efficiency and customer engagement
Strong project management and organizational skills with the ability to manage multiple priorities simultaneously
Excellent communication and stakeholder management skills, both internally and externally
Analytical and data-driven approach to problem solving and decision making
High degree of ownership, adaptability, and comfort working in ambiguous environments
Experience in B2B, fintech, SaaS, APIs, payments, or other technology-driven industries

Nice To Haves

Experience designing scaled customer success or account management programs (preferred)
Familiarity with CRM systems, customer engagement platforms, workflow automation tools, or AI-enabled productivity tools (preferred)

Responsibilities

Manage a high-volume portfolio of territory accounts through onboarding, implementation, launch, and early growth stages
Partner with customers to ensure successful product activation and revenue generation as quickly and efficiently as possible
Build scalable processes and operational frameworks for managing customer engagement across a large book of business
Identify opportunities to leverage automation, AI, and tooling to improve efficiency, customer experience, and account coverage
Create repeatable playbooks for onboarding, customer health tracking, adoption, escalation management, and account graduation
Act as a strategic advisor to customers by helping them navigate implementation challenges and identify opportunities for growth
Monitor customer performance metrics and proactively drive actions that improve activation, engagement, and revenue outcomes
Build a classification rubric and prioritization model based on projected revenue potential and speed to scale for the accounts in your portfolio.
Determine when accounts are ready to transition into a long-term growth or strategic account management model
Partner cross-functionally with Sales, Product, Engineering, Support, and Operations teams to improve customer outcomes and internal processes
Surface customer feedback and operational insights to influence product improvements and scalable solutions
Help define and evolve the team’s operating model as the business and customer base grow