Customer Success Manager (Remote)

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. 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. 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. We're building the bank for fintechs and corporates to build on, bringing best-in-class technology, user experience and banking together in the embedded finance space. You'll be the third hire on our Customer Success team, helping shape how we support and grow our customer base from the ground up. As a Customer Success Manager, you'll own a book of customers and become the person they rely on to get real value from our product. You'll work closely with our implementation and product teams, spot growth opportunities within your accounts, and help define what great customer success looks like at Griffin as we scale. In your first 6-12 months, you'll have built strong, trusted relationships across your customer book, driven measurable improvements in retention and account growth, and become a go-to voice on what customers need from Griffin. You'll have also helped sharpen how the wider team approaches customer success as we grow. 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, so you can support and advocate for your customers Getting hands-on with your customers, understanding the detail of their challenges and going the extra mile to help resolve them Working closely with our 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 meaningfully harnessing AI to optimise the customer experience 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, since we're hybrid-remote and most of your colleagues won't share an office with you day-to-day ~ 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 ) We are an early stage startup and we're working hard to expand our benefits package. Remote-first flexibility: Time off: 25 days' holiday, bank holidays and a winter break (we shut down between Christmas and New Year) Own a part of what we're building together Pension: Private medical with Bupa (including family cover) and life insurance with AIG Family leave: Enhanced parental leave with up to 6 months on full pay after two years' service We'll support you in creating a comfortable and effective WFH environment Talent screen # Technical interview with hiring manager # Founders chat 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 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. 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.