Customer Success Manager

Griffin; Greater London; Hybrid; GBP 43,000 - 58,000; Full time

Benefits offered by this job

Remote-first flexibility (UK)

Work from abroad up to 20 days/year

28 days’ holiday + bank holidays

Pension auto-enrolment

Private medical + life insurance

1:1 coaching and therapy

Enhanced parental leave

Claude AI tools access

Setup support for WFH

Job summary

Griffin is a fully regulated UK bank powering fintechs with accounts and payments. We’re remote-first and UK-wide, hiring a Customer Success professional to manage a portfolio of customers from onboarding to expansion on our evolving platform.

You’ll work closely with implementation, technical and operations teams to deliver value, improve processes, and drive customer satisfaction while contributing to written documentation and product feedback.

Qualifications

• 2-3 years’ experience in B2B customer success, account management or related role.
• Track record of improving customer retention and expanding accounts.
• Excellent problem-solving and project management, handling competing priorities.
• Strong relationship-building across stakeholders and ability to explain complex products.
• Comfort with change and adopting new software tools for collaboration.
• We love writing and contributing to written documentation.

Responsibilities

• Own your customer portfolio with regular touch-points and quarterly business reviews (QBRs).
• Collaborate with implementation and technical teams to ensure smooth onboarding and faster value.
• Identify revenue expansion opportunities within existing accounts.
• Build and improve processes, playbooks and templates to optimise the customer experience.
• Be an advocate for customers internally and respond to issues with product feedback.

Skills

B2B customer success

Account management

Problem solving

Relationship building

Adaptability to new tools

Strong writing

Tools

Document drafting tools

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

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’re 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 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.

The Customer Success team sits in our commercial team and helps our customers get the most from Griffin, so they can build and grow on our platform.

The opportunity

As the third hire in the Customer Success team, you’ll own a portfolio of customers from onboarding through to growth, and help shape how we do Customer Success as the team grows. You’ll work closely with our implementation, technical and operations teams, and be the voice of our customers across the company.

What success looks like

In your first 6 months you will get to know each customer’s goals and risks, and put an account plan in place for each one. You will run your first QBRs and agree next steps with every customer, and find and start progressing your first expansion opportunities. You will also improve at least one process or template that the wider team then uses.

To do this, you will:

• Own your customer portfolio and build strong relationships through regular touch-points and quarterly business reviews (QBRs)

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

• Identify revenue expansion opportunities by uncovering upselling and cross-selling potential within existing accounts

• Build and improve processes, playbooks and templates to optimise the customer experience

• Be an advocate for customers internally

• Respond to issues and share product feedback

Your background

To ensure this, we’re looking for people who have:

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

• A track record of improving customer retention and driving account expansion, with examples you can share

• Excellent problem-solving and project management abilities, with experience managing competing priorities while consistently delivering results, and a habit of spotting what needs doing and getting on with it

• Strong relationship-building skills, with experience developing trust and rapport across external and internal stakeholders, and the ability to explain complex, technical products in plain language

• Comfort with change and with adopting new software tools for document drafting, collaboration and communication. We’re an early-stage company, so priorities can shift and some processes are still taking shape.

• 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: £50,000 DOE + commission

• Remote-first flexibility: Work from anywhere in the UK

• Work from abroad: Up to 20 days a year

• Time off: 28 days’ holiday + bank holidays

• 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 session 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.
  

As a bank, we’re committed to maintaining the highest standards of security. This means that the successful candidate will need to complete background screening, and our offer will be conditional upon satisfactory review of these checks. This would include verification of right to work, criminal record, credit history, social media and professional reference checks

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