FinTech Customer Success Manager (Remote)

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

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.