Product Manager, Sales-Assisted Growth
About The Position
The Customer Growth & Experience (CGX) team at Plaid owns the entire customer lifecycle, from initial contact to long-term success. This role specifically focuses on the product experience for sales-assisted customers across all segments, including onboarding, premium features, upsell/cross-sell, and offboarding. It also involves developing internal tooling to enhance the efficiency and effectiveness of Plaid's sales organization. The role emphasizes leveraging AI to transform how sellers and their accounts are supported, going beyond mere process acceleration. The Product Manager will be responsible for the customer journey for those acquired through the sales team, covering setup, feature adoption, product discovery, and communication. Additionally, they will own internal tools that reduce manual work for sellers and provide timely account insights, working with and around Salesforce. A key aspect of this role is driving innovation with AI in account growth and seller workflows, utilizing propensity and account-health signals from data science and influencing future model predictions. This is a high-impact individual contributor role situated at the nexus of product and go-to-market (GTM) strategy, offering the chance to shape Plaid's customer growth approach and identify future investment areas. It presents a unique opportunity to build across account growth, internal tooling, and AI-powered products within a single position.
Requirements
- Product management experience building internal tools/workflows for an operational user (sales, support, ops)
- Experience shipping an AI-assisted or AI-automated product experience, with a clear point of view on human vs. AI ownership of tasks
- Experience with account-based upsell, cross-sell, or retention motions, or a clear ability to reason about the account lifecycle from first principles
- Comfortable partnering with Sales and Account Management stakeholders
- Strong communication skills across functions with different priorities and vocabularies
Nice To Haves
- Experience with lifecycle marketing or customer success tooling, or designing gated/tiered product features
Responsibilities
- Own the sales-worked customer experience end to end — onboarding, premium and gated features, in-product upsell and cross-sell, lifecycle communications, and offboarding
- Own the internal tooling that removes manual work for sellers and gives them the right view of their accounts at the right time
- Own external-facing tooling specific to sales-worked accounts (e.g., RFI response tooling, prospect-facing dashboards)
- Consume propensity and account-health signals from BI/DS to drive expansion and retention, with room to shape what those models should predict
- Identify and ship AI-driven automation across the account lifecycle and seller workflow, with a clear point of view on what should be AI-assisted vs. AI-automated vs. human-owned
- Partner with GTM leadership on strategic inputs — where to expand within the existing base, which segments to prioritize
- Partner cross-functionally with Eng, Design, BI/DS, GTM Technology, Lifecycle Marketing, and Sales and Account Management leadership to ship and measure impact
Benefits
- medical
- dental
- vision
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
