Customer Success Manager

About Griffin

We’re Griffin! We’re the bank for companies who want to build and launch financial products. Our context: We are rapidly heading towards a future where most of us access financial services through technology companies rather than high street banks. All sorts of companies are now embedding financial products into their apps and user journeys so that their customers can seamlessly make payments, manage expenses, take out loans, save, invest, and do more. The problem is that companies are still dependent on legacy banking infrastructure if they want to offer regulated financial products. They need to either partner directly with an incumbent bank and/or stitch together middleware from various Banking as a Service (BaaS) providers. This process is slow, expensive, and complex and makes it very hard for companies to get new financial products off the ground. At Griffin, we want to change this.

Our purpose: We want to make it easy for companies to bring finance to their customers at the point of greatest relevance. So, we built a bank. But not just any bank! Griffin is a technology platform and a bank: fully regulated, API-first, developer-centric, and purpose-built to serve innovative fintechs and brands who want to build and embed financial products.

Our culture: Our culture is our most important asset, and one of the ways we safeguard it is by being extremely intentional about hiring the right people. We won’t hire people who don’t seem like a strong fit for our core values, even if they’re otherwise extremely qualified. We also believe that smart, motivated, conscientious people thrive in high-trust, high-autonomy environments. That’s why we’re transparent by default, and we encourage open discussion and challenge across all levels of the organisation. We’re also remote-first, asynchronous, and fully flexible - because you’re the expert on how and when you do your best work.

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.

What will you be doing here?

• 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?

• 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 Vitality 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 have a small London office in Moorgate, but we are comfortable hiring people to work from anywhere in the UK. About a third of the company is based within occasional commuting distance of London, the rest are full-time remote.

Under representation: Our goal is for Griffin to proportionally represent the diversity of the working population in society. We’re working to ensure that Griffin is a supportive, empowering and inclusive environment for every member of our team — whatever your combination of race, ethnicity, gender, age, sexual orientation, physical ability, nationality, neurodiversity, and religious beliefs. If you’re part of a group that is under-represented in fintech, we’d love to hear from you.