Customer Success Manager - Griffin

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

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.

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.

Responsibilities

• 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.

This description reflects what we need today. How you achieve these outcomes, where you focus your energy, and how this role evolves is for you to define as you learn what our customers need.

Requirements

• Experience: 2-3 years' experience in B2B customer success or account management. Financial services or fintech experience is a bonus, provided you can show you pick up new industries and products fast.
• Time Management: Excellent organizational skills, with experience handling competing priorities while consistently delivering results.
• Ownership & Accountability: Demonstrated success in customer retention and account expansion.
• Relationship Building: Strong interpersonal skills with experience developing trust across external and internal stakeholders.
• Tooling: A high degree of comfort adopting new software tools for document drafting, collaboration, and communication in a distributed team environment.
• Written Communication: A love of writing and a commitment to clarity and readability (learn more about how we write).

Benefits & Offerings

• Salary: £50,000 - £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, plus a winter shutdown between Christmas and New Year
• Share Options: Equity scheme to own a part of what we build 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 via Oliva
• Family Leave: Enhanced parental leave with up to 6 months on full pay after two years' service
• AI Tools: Claude subscription and access to premium productivity tools
• Home Office Setup: Support in creating a comfortable WFH setup

Interview Process

1. Talent screen
2. Technical interview with hiring manager
3. Task
4. Peer interview
5. Culture interview
6. Founders chat

The full process takes approximately 2-3 weeks.