Customer Success Manager

Job description

## About Griffin Hi, we’re Griffin. We’re a fully regulated UK bank that powers the accounts and payments offerings of product-led fintechs and platforms like Uber, Yonder, Prosper, and Sidekick. By doing the heavy lifting behind the scenes, our customers can focus on what they do best - delivering amazing customer experiences. We’ve grown rapidly since our launch in 2024, and today provide the banking backbone behind products in remittance, payroll, wealth, insurance, proptech, payments, neobanking and more. We’re moving into card issuing, stablecoin infrastructure, and agentic finance next as we continue to support the next generation of product-led companies. [Learn more about what we do](https://griffin.com) ### **Our culture** We believe that smart, motivated, conscientious people thrive in high-trust, high-autonomy environments and have done our best to create such an environment at Griffin. People who thrive here don’t require much hand-holding, and go out of their way to figure out how to contribute in the most valuable way possible. We've been remote-first since we were established in 2017 and we remain so today. Work here is asynchronous and fully flexible - because we want to be a part of your life in a way that helps you to get the most out of both your work *and* home life. We understand that our culture and ways of working aren’t for everyone, and we’re very intentional about our hiring process as a result. We won't hire people who don’t seem like a strong fit for our core values, even if they're otherwise extremely qualified. Our strong culture has helped us to remain a mission-driven company as we have scaled, and gives our people a clear, explicit operating framework and the space to focus on delivering real value for our customers. [Learn more about our culture.](https://griffin.com/culture) ### The team We're building the bank for fintechs and corporates to build on, bringing best-in-class technology, user experience and banking together in the embedded finance space. You'll be the third hire on our Customer Success team, helping shape how we support and grow our customer base from the ground up. ### The opportunity As a Customer Success Manager, you'll own a book of customers and become the person they rely on to get real value from our product. You'll work closely with our implementation and product teams, spot growth opportunities within your accounts, and help define what great customer success looks like at Griffin as we scale. ### What success looks like In your first 6-12 months, you'll have built strong, trusted relationships across your customer book, driven measurable improvements in retention and account growth, and become a go-to voice on what customers need from Griffin. You'll have also helped sharpen how the wider team approaches customer success as we grow. ### To do this you'll own - Fully owning your customer book and being accountable for their delight, retention and commercial growth through proactive and responsive communication - Becoming a true product expert by developing a deep understanding of Griffin's products and systems, so you can support and advocate for your customers - Getting hands-on with your customers, understanding the detail of their challenges and going the extra mile to help resolve them - Working closely with our implementation teams to ensure a smooth onboarding experience and faster time-to-value - Uncovering upsell and cross-sell opportunities within existing accounts to drive revenue growth - Improving existing processes and meaningfully harnessing AI to optimise the customer experience We expect you to shape this role: This description reflects what we need today. How you achieve these outcomes, where you focus your energy, how this role evolves—that's for you to define as you learn what our customers need and where our technical gaps are. ### Your background To ensure this, we're looking for people who have: - 2-3 years' experience in B2B customer success or account management. Financial services or fintech experience is a bonus, not a requirement, provided you can show you pick up new industries and products fast - Excellent time management skills, with experience handling competing priorities while consistently delivering results - A strong sense of ownership and accountability, with demonstrated success in customer retention and account expansion - Strong relationship-building skills, with experience developing trust and rapport across external and internal stakeholders - A high degree of comfort adopting new software tools for document drafting, collaboration and communication, since we're hybrid-remote and most of your colleagues won't share an office with you day-to-day - A love of writing - we have a major amount of written documentation that you will be contributing to, and we place a high degree of importance on clarity and readability (you can find out more here about [how we write](https://griffin.com/how-we-write)) ### What can we offer you? We are an early stage startup and we're working hard to expand our benefits package. We're planning to add to this list in the future. - Salary: £50-55,000 (DOE) + discretionary commission - Remote-first flexibility: Work from anywhere in the UK - Work from abroad: Up to 20 days a year - Time off: 25 days' holiday, bank holidays and a winter break (we shut down between Christmas and New Year) - Share options: Own a part of what we're building together - Pension: Auto-enrolment into our Penfold scheme - Insurance: Private medical with Bupa (including family cover) and life insurance with AIG - Wellbeing: 1:1 coaching and therapy sessions available through Oliva - Family leave: Enhanced parental leave with up to 6 months on full pay after two years' service - AI tools: Everyone has a Claude subscription on us and access to other premium tools - Your setup: We'll support you in creating a comfortable and effective WFH environment ### Our interview process We typically run a six-stage interview process: 1. Talent screen 2. Technical interview with hiring manager 3. Task 4. Peer interview 5. Culture interview 6. Founders chat The whole process takes around 2-3 weeks from start to finish. ## How do I apply? Are we your next move? Apply via the link below, if there's a match our Talent team will reach out to schedule an initial conversation and talk you through what happens next. ### We’re remote-first We trust people to do great work wherever they are. We hire across the UK and most of our team works remotely full-time. We have a small London office in Moorgate for those who want it, and about a third of the company is close enough to use it occasionally, but there's no expectation to be there. What matters is the work, not where you do it. ### Under representation At Griffin, we’re looking for people who instinctively vibe with our values, behaviours and mission. You’re encouraged to apply, even if your experience doesn’t tick every box. Careers, like life, can take many twists and turns. Your technical expertise and path to where you are today will stand out. We're committed to creating a place where everyone belongs and we welcome diverse perspectives, backgrounds and people who are ready to build a global platform for programmable finance ### *Griffin Bank Ltd request that recruitment agencies do not speculatively submit CVs to any employee or associate of our company unless explicitly asked to do so by a member of our Talent team.* ### *Any CVs sent to any member of our team on a speculative basis will not be recognised and we will not accept liability for any fee or commission should we subsequently employ a candidate who applied to us directly or was introduced by an instructed agency that may also have been submitted speculatively by an uninstructed agency.*