Customer Success Manager
GriffinAbout 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.
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.
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