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About the Role
As a Customer Success Manager, you will own a book of customers, becoming their primary point of contact for maximizing value from our product. You will collaborate with implementation and product teams, identify growth opportunities within accounts, and help define excellent customer success standards as Griffin scales.
Responsibilities
- Fully owning your customer book and being accountable for their delight, retention, and commercial growth through proactive and responsive communication.
- Becoming a true product expert by developing a deep understanding of Griffin's products and systems to support and advocate for customers.
- Getting hands-on with customers, understanding their challenges, and going the extra mile to help resolve them.
- Working closely with implementation teams to ensure a smooth onboarding experience and faster time-to-value.
- Uncovering upsell and cross-sell opportunities within existing accounts to drive revenue growth.
- Improving existing processes and harnessing AI to optimize the customer experience.
Requirements
- 2-3 years' experience in B2B customer success or account management.
- Financial services or fintech experience is a bonus, not a requirement, provided you can show you pick up new industries and products fast.
- Excellent time management skills, with experience handling competing priorities while consistently delivering results.
- A strong sense of ownership and accountability, with demonstrated success in customer retention and account expansion.
- Strong relationship-building skills, with experience developing trust and rapport across external and internal stakeholders.
- A high degree of comfort adopting new software tools for document drafting, collaboration, and communication.
- A love of writing, with an emphasis on clarity and readability in written documentation.
Skills
- Customer Success
- Account Management
- B2B Sales
- Relationship Building
- Time Management
- Product Expertise
- AI Tools
- Written Communication
Location
- Remote-first (UK)
- Work from anywhere in the UK
- London (office available)
Work Type
- Remote-first
- Fully flexible
- Asynchronous
Experience Level
- Mid-level
Salary/Compensations
- £50,000-£55,000 + discretionary commission
Benefits
- 25 days' holiday
- Bank holidays
- Winter break (between Christmas and New Year)
- Share options
- Pension (Penfold scheme)
- Private medical insurance with Bupa (including family cover)
- Life insurance with AIG
- 1:1 coaching and therapy sessions (Oliva)
- Enhanced parental leave (up to 6 months on full pay after two years' service)
- Claude subscription
- Access to other premium AI tools
- WFH setup support
- Up to 20 days a year to work abroad
About the Company
- Griffin is a fully regulated UK bank powering accounts and payments for product-led fintechs and platforms.
- We provide the banking backbone for companies in remittance, payroll, wealth, insurance, proptech, payments, neobanking, and more.
- We are expanding into card issuing, stablecoin infrastructure, and agentic finance.
- We are a remote-first company established in 2017, operating with high trust and high autonomy.
- Our culture emphasizes smart, motivated, and conscientious individuals who thrive in flexible, asynchronous work environments.
- We are intentional about our hiring process to ensure a strong fit with our core values.
Equal Opportunity
- We are committed to creating a place where everyone belongs and welcome diverse perspectives, backgrounds, and people who are ready to build a global platform for programmable finance.
- Encouraged to apply even if experience doesn't tick every box.