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Salary: GBP 50,000 - 55,000 / annual
Griffin is a fully regulated UK bank launched in 2024 that powers embedded finance for product-led fintechs and platforms including Uber, Yonder, Prosper, and Sidekick. The company provides banking infrastructure for remittance, payroll, wealth, insurance, proptech, payments, neobanking and related services, with expansion into card issuing, stablecoin infrastructure, and agentic finance.
As Customer Success Manager, you'll be the third hire on the Customer Success team, owning a dedicated book of customers and driving their retention, satisfaction, and commercial growth. You'll be the trusted advisor customers rely on to extract maximum value from Griffin's products and services.
Key responsibilities include: fully owning customer relationships and accountability for their delight and retention; developing deep product expertise across Griffin's offerings; proactively engaging with customers to understand their challenges and provide hands-on support; collaborating with implementation teams to ensure smooth onboarding and faster time-to-value; identifying and executing upsell and cross-sell opportunities; and optimizing customer experience through process improvements and AI tools.
You'll help define what great customer success looks like at Griffin as the company scales, becoming a key voice on customer needs and product gaps. The role is highly autonomous—you'll shape how you achieve outcomes, where you focus energy, and how the role evolves based on customer feedback and technical opportunities.
Griffin operates as a remote-first, asynchronous company since 2017, with a high-trust, high-autonomy culture. The team values smart, motivated, conscientious people who thrive with minimal hand-holding and proactively identify the most valuable ways to contribute. Strong writing skills are essential, as the company emphasizes clear, readable documentation.
