About Griffin
Hi, we’re Griffin! We’re the bank for companies who want to build and launch financial products.
Our context
We're 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 (slow-moving, risk-averse) 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.
Learn more about what we do.
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.
Learn more about our culture.
The Operations team
The Operations team at Griffin is the mindful engine room, driving our success. We strive to bring joy to our customers, both internal and external, through systems that just work.
There are three core elements to operations at Griffin: banking operations; operational resilience; and customer success. Across all teams, we place significant emphasis on compassion, ownership and curiosity. You will be empowered to make meaningful decisions and supported to make sure we collectively get those decisions right.
Who are you
As the founding member of the Customer Success function, you’ll report directly to our Chief Operating Officer, and you’ll define how we approach our relationships with customers and help them to achieve their business objectives. You'll be helping us build and run a truly resilient bank that centres around bringing value to our customers.
The ideal candidate for this job will have most of the following:
- hands-on experience in B2B customer success, ideally for a product that’s either in the financial space or developer-facing, or both
- demonstrable experience of learning a complex product and empowering others to use it effectively
- empathy: a strong desire to ensure we understand and genuinely support our customers
- clear, concise communication skills
- comfort using service design principles to establish customer success practices that support our shared goals
- experience improving and refining processes based on data and feedback
- an eye for scalability: experience working directly with product and engineering to escalate feedback, bugs and feature requests, and working with product marketing to systematise materials
- curiosity and comfort working autonomously
What will you be doing here?
As our first dedicated Customer Success hire, you’ll work closely with commercial, product and product marketing to ensure that our customers get value from working with us.
You’ll be responsible for:
- establishing internal best practices and processes for customer success, from CRMs to QBRs to reporting and MI
- working closely with our commercial team to ensure a fluid, comfortable, confidence-inspiring handover for every customer who signs with us, so that they get the value they expect from our products
- owning the relationship with Griffin’s first customers, whether it’s proactively managing the onboarding process or reactively addressing support tickets or developing our self-serve materials to reduce friction
- understanding the direction of travel for our customers’ businesses and trying to be three steps ahead in terms of forecasting any products or services we could offer them to help them achieve their business objectives. This will involve working closely at times with both the product and commercial guilds on product discovery and go-to-market.
- being the voice of the customer internally: advocating for their needs and driving improvements to their experience, whether that’s through our products, sales process, documentation or communications
- developing reporting that helps us understand our customers’ needs as we (and they!) grow
- designing and growing the Customer Success and Support functions over the next 12+ months, as we launch and scale
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.
- 25 days off a year + bank holidays
- Flexible, remote-friendly working - including supporting home office setup
- Tax-advantaged stock options under HMRC's Company Share Option Plan (CSOP)
- Auto-enrolment into company pension scheme
- Enhanced parental leave with up to 6 months at full pay
- Private medical insurance and life insurance (provided by Vitality and AIG respectively)
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 our interview process in detail.
N.B: We have a small London office in Moorgate, and we are comfortable hiring people to work from anywhere in the UK. About half of the company is based within occasional commuting distance of London, the other half is full-time remote.
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
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.