The Customer Growth & Experience (CGX) team owns the full customer lifecycle - from the moment a customer lands on plaid.com to their journey across onboarding, activation, adoption, and long-term success.
Within CGX, this role sits at the intersection of Growth and GTM. We own the product experience for sales-worked customers across every segment - onboarding, premium features, upsell and cross-sell, and offboarding - and the internal tooling that makes Plaid's own sales organization faster and more effective at every stage of a deal. We're focused on growing and retaining the accounts sales brings in, and on using AI to meaningfully change how sellers and their accounts get served, not just to speed up existing steps.
As a Product Manager on Sales-Assisted Growth, you'll own the experience for customers who come to Plaid through our sales team - SDRs, AEs, AMs from onboarding through expansion and offboarding: how they get set up, which premium features they unlock, how they discover and adopt new products, and how they're communicated with along the way.
You'll also own the internal tooling that removes manual work for sellers and gives them the right view of their accounts at the right time. Salesforce itself sits with our GTM Technology team; you'll own what sellers use around and on top of it.
You'll be expected to push hard on where AI can meaningfully change how accounts are grown and how sellers work, rather than just digitizing existing steps. You'll draw on propensity and account-health signals from our data science team, and help shape what those models should predict over time.
This is a high-impact IC role with a clear, ownable surface and plenty of room to shape how Plaid approaches customer growth. You'll sit at the intersection of product and GTM, using account and pipeline insights to uncover expansion opportunities within the existing customer base and help identify where Plaid should invest next.
It's a unique opportunity to build across account growth, internal tooling, and AI-powered products; all within one role.
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
Qualifications- 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-have
- Experience with lifecycle marketing or customer success tooling, or designing gated/tiered product features
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
