---
title: 'Customer Success Manager at Griffin'
canonical: 'https://feeny.ai/job/customer-success-manager-griffin-london-or-within-the-pwnjf6z4ghjs'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Success Manager at Griffin

- **Company:** Griffin
- **Location:** London OR Within the, United Kingdom
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-07
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/griffin/40f34713-8492-4191-a34a-41835ce6ed28

## Job description

## ABOUT 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.

Learn more about what we do https://griffin.com

## 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.

Learn more about our culture. https://griffin.com/culture

## THE TEAM

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.

## THE OPPORTUNITY

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.

## WHAT SUCCESS LOOKS LIKE

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.

## TO DO THIS YOU'LL OWN

- 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

We expect you to shape this role:

This description reflects what we need today. How you achieve these outcomes, where you focus your energy, how this role evolves—that's for you to define as you learn what our customers need and where our technical gaps are.

## YOUR BACKGROUND

To ensure this, we're looking for people who have:

- 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 https://griffin.com/how-we-write)

WHAT CAN WE OFFER YOU?

We are an early stage startup and we're working hard to expand our benefits package. We're planning to add to this list in the future.

- Salary: £50-55,000 (DOE) + discretionary commission
- Remote-first flexibility: Work from anywhere in the UK
- Work from abroad: Up to 20 days a year
- Time off: 25 days' holiday, bank holidays and a winter break (we shut down between Christmas and New Year)
- Share options: Own a part of what we're building together
- Pension: Auto-enrolment into our Penfold scheme
- Insurance: Private medical with Bupa (including family cover) and life insurance with AIG
- Wellbeing: 1:1 coaching and therapy sessions available through Oliva
- Family leave: Enhanced parental leave with up to 6 months on full pay after two years' service
- AI tools: Everyone has a Claude subscription on us and access to other premium tools
- Your setup: We'll support you in creating a comfortable and effective WFH environment

## OUR INTERVIEW PROCESS

We typically run a six-stage interview process:

1. Talent screen
2. Technical interview with hiring manager
3. Task
4. Peer interview
5. Culture interview
6. Founders chat

The whole process takes around 2-3 weeks from start to finish.

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 trust people to do great work wherever they are. 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. What matters is the work, not where you do it.

## UNDER REPRESENTATION

At Griffin, we’re looking for people who instinctively vibe with our values, behaviours and mission. You’re encouraged to apply, even if your experience doesn’t tick every box. Careers, like life, can take many twists and turns. Your technical expertise and path to where you are today will stand out. We're committed to creating a place where everyone belongs and we welcome diverse perspectives, backgrounds and people who are ready to build a global platform for programmable finance

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.

ANY CVS SENT TO ANY MEMBER OF OUR TEAM ON A SPECULATIVE BASIS WILL NOT BE RECOGNISED AND WE WILL NOT ACCEPT LIABILITY FOR ANY FEE OR COMMISSION SHOULD WE SUBSEQUENTLY EMPLOY A CANDIDATE WHO APPLIED TO US DIRECTLY OR WAS INTRODUCED BY AN INSTRUCTED AGENCY THAT MAY ALSO HAVE BEEN SUBMITTED SPECULATIVELY BY AN UNINSTRUCTED AGENCY.

## About Griffin

## Company Overview
- **One-liner**: Griffin is the UK's first full-stack Banking as a Service (BaaS) platform, providing API-first banking infrastructure for companies to embed financial products.
- **Entity Type**: Private (Series A; raised ~$65 m total)
- **Headquarters**: London, United Kingdom
- **Founded**: Not publicly available (company incorporated before 2022)
- **Founders**: David Jarvis (CEO, ex‑Airbnb) and Allen Rohner (CTO, founded CircleCI)

## Core Business
- **Primary industries**: Banking, Payments, Fintech, Banking as a Service, Embedded Finance, Developer Tools
- **Target customers**: B2B – UK‑based fintechs, proptech, wealthtech, lending, payroll, insurance, and SaaS companies (startup to enterprise)
- **Mission**: To help companies embed financial products at the point of greatest relevance, at scale, and with ease

## Products & Services
- **Business Bank Accounts** – Operational accounts with API access, competitive interest on instant‑access funds, and FSCS protection.
- **Safeguarding Accounts** – Dedicated client money accounts (actual bank accounts, not virtual IBANs) compliant with safeguarding regulations.
- **Client Money Accounts** – For regulated industries (CMP, CASS, SRA); dedicated or pooled accounts with unique account numbers.
- **Embedded Savings Accounts** – Interest‑bearing savings accounts with FSCS protection, integrated KYC/KYB.
- **Embedded Bank Accounts** – Full‑powered bank accounts (not virtual) with FSCS protection and integrated compliance.
- **Verify** – KYC/KYB/AML onboarding product with one API integration, manual reviews, and monitoring included.
- **Payments** – UK domestic payments via Faster Payments Service (FPS), CHAPS inbound, and instant book transfers. Bacs, CHAPS outbound, and Direct Debit are planned.
- **Free Sandbox** – No NDA required, no time limits, no fees for testing.

All products are API‑first (RESTful JSON), with clear documentation and a free sandbox.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total funding ~$65 m (Series A)
- **Notable Investors**: Notion Capital, EQT Ventures, MassMutual Ventures, NordicNinja, Breega, Seedcamp, Tribe Capital; angels include Paul Forster (Indeed co‑founder), Matt Robinson (GoCardless/Nested co‑founder)
- **Notable Customers/Partners**: Uber, Yonder, TransferGo, Marqeta, VertoFX, Prosper, Access Group, WealthKernel, Income Group, Calmony, Haboo, LettsPay, Marygold & Co.
- **Growth Signals**: Full UK banking license (PRA/FCA) granted March 2024; general availability launched; MCP Server launched in open beta May 2025; currently hiring in UK, Germany, Ireland, and Sweden.

## Competitive Advantages
- **Full‑stack BaaS on a regulated bank**: Griffin is a licensed UK bank (PRA/FCA), not a middleware layer – clients build directly on its secure infrastructure.
- **Immutability & reliability**: Proprietary core banking system built on Clojure using a durable event log.
- **Speed**: 8‑week onboarding timeline; free sandbox with no NDA; transparent pay‑as‑you‑grow pricing.
- **FSCS protection**: Actual bank accounts (not virtual IBANs) are covered by the Financial Services Compensation Scheme.
- **Integrated compliance**: Verify product streamlines KYC/KYB/AML with the same API as banking products.

## Strategic Focus
- **Expanding payment rails**: Bacs, CHAPS outbound, and Direct Debit are in development.
- **Supporting new financial models**: Agentic finance and stablecoins are on the roadmap.
- **International hiring**: Growing engineering and product teams across UK, Germany, Ireland, and Sweden.
- **Developer ecosystem**: Open‑sourcing tools (MCP Server) and maintaining a public product roadmap at updates.griffin.com.

## Why Work Here
- **Remote‑first**: Most people work from home most of the time; central London office available for local and visiting staff.
- **Benefits**: Comprehensive health insurance (zero excess, family included), 26 weeks fully paid parental leave, 25 days PTO + national holidays, stock options, learning budget (books, courses, Claude subscription), life insurance (4x salary), pension (meets/exceeds statutory), mental health coaching via Oliva.
- **Flexibility**: Work from abroad up to 20 days per year; unlimited co‑working access via Desana; home office budget for desk, monitor, and chair.
- **Culture**: Values transparency, trust, and resilience; biannual company gatherings; internal transparency (expense cards for all, open strategy).
- **Engineering culture**: Modern stack (Clojure, RESTful API), free sandbox for experimentation, and a focus on building reliable, scalable infrastructure.

## Sources
1. [griffin.com](https://www.griffin.com/) – Homepage with product overview
2. [griffin.com/company-facts](https://www.griffin.com/company-facts) – Detailed company facts, funding, investors, products
3. [griffin.com/careers](https://www.griffin.com/careers) – Benefits, remote‑first policy, culture
4. [griffin.com/about](https://www.griffin.com/about) – Mission, regulatory status, team
5. [griffin.com/culture](https://www.griffin.com/culture) – Core values and behaviours

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