Customer Success Manager

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 commercial 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.

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

Who are you

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 )

What will you be doing here?

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

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

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

• Share options - so you own a piece of what we’re building

• Remote-first flexibility - work from anywhere in the UK

• Support with home office setup

• 1:1 coaching and therapy through Oliva

• Auto-enrolment into company pension scheme with Penfold

• Enhanced parental leave with up to 6 months at full pay

• Private medical insurance and life insurance (provided by Bupa and AIG respectively)

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

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.