Customer Success Manager

About Griffin

Hi, we’re Griffin! We’re the bank for companies who want to build and launch financial products.

We're rapidly heading towards a future where most of us access financial services through technology companies rather than high street banks. All sorts of companies are now embedding financial products into their apps and user journeys so that their customers can seamlessly make payments, manage expenses, take out loans, save, invest, and do more.

The problem is that companies are still dependent on legacy banking infrastructure if they want to offer regulated financial products. They need to either partner directly with an incumbent bank and/or stitch together middleware from various Banking as a Service (BaaS) providers. This process is slow, expensive, and complex and makes it very hard for companies to get new financial products off the ground.

At Griffin, we want to change this.

We want to make it easy for companies to bring finance to their customers at the point of greatest relevance. So, we built a bank.

But not just any bank! Griffin is a technology platform and a bank: fully regulated, API-first, developer-centric, and purpose-built to serve innovative fintechs and brands who want to build and embed financial products.

Learn more about what we do.

Our culture is our most important asset, and one of the ways we safeguard it is by being extremely intentional about hiring the right people. We won't hire people who don’t seem like a strong fit for our core values, even if they're otherwise extremely qualified.

We also believe that smart, motivated, conscientious people thrive in high-trust, high-autonomy environments. That’s why we’re transparent by default, and we encourage open discussion and challenge across all levels of the organisation. We’re also remote-first, asynchronous, and fully flexible - because you're the expert on how and when you do your best work.

Learn more about our culture.

We strive to bring the best in technology, user experience and banking to the embedded finance space and be the bank for fintechs and corporates to build on.

As the third hire in the Customer Success team, you'll help customers maximise value from our product and drive growth opportunities.

The ideal candidate for this job will have most of the following:

• 2-3 years experience in B2B customer success, account management or a related role, ideally in financial services, banking or fintech

• Excellent problem‑solving and project management abilities, with experience managing competing priorities while consistently delivering results

• Demonstrated success in customer retention and driving account expansion

• Strong relationship‑building skills with experience developing trust and rapport across external and internal stakeholders

We’re hybrid‑remote, and most of your colleagues will not share an office with you on a day‑to‑day basis. This means you should also have:

• A high degree of comfort adopting new software tools for document drafting, collaboration and communication.

• 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)

As a Customer Success Manager at Griffin, you will

• Build strong relationships with your customer portfolio through regular touch‑points and QBRs

• Collaborate with our implementation and technical teams to ensure smooth implementation and faster time‑to‑value

• Identify revenue expansion opportunities Uncover upselling and cross‑selling potential within existing accounts

• Contribute and improve existing processes to optimise the customer experience

• Be an advocate for customers internally, respond to issues and share product feedback

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: £50,000 DOE + commission

• 25 days off a year + winter break(we close in between Christmas and New Year) + bank holidays

• Remote‑first flexibility - work from anywhere…