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 ben