Customer Success Manager

Griffin is a regulated UK bank that provides banking infrastructure to fintechs and platforms. The Customer Success Manager will help customers maximise product value and drive growth by managing relationships, coordinating implementation, identifying account expansion opportunities, and improving the customer experience.

Responsibilities:

• 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

Requirements:

• 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
• A high degree of comfort adopting new software tools for document drafting, collaboration and communication
• A love of writing