Customer Success Manager

Borderless; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

In-office lunches and team events

Annual offsite

25 days holiday + bank holidays

Work-from-anywhere policy (1 week)

Learning & Development budget £500

Performance reviews and promotions on

Laptop and peripherals

Cycle to Work scheme

Smart Pension

Spill mental health support

Gym access in Shoreditch

Onsite barista

Job summary

Borderless is seeking a Customer Success Manager in London to manage a portfolio of SMB accounts, ensuring a high‑quality experience and successful immigration processes. You’ll own relationships end‑to‑end, drive renewals and growth, and collaborate with Product, Support and Sales.

You’ll join a fast-growing team in a hybrid work model, with ongoing training and opportunities to shape our customer success practices as Borderless expands into new sectors and markets.

Qualifications

• ,
• 2-4 years of experience in Customer Success, Account Management, Sales, or another customer-facing role.
• Commercially aware with renewal or price negotiation experience.
• Excellent phone communication and proactive outreach.
• Collaborative cross-functional working across Immigration, Support, Product and Sales.
• Strong problem-solving and ownership orientation.
• Comfortable in a fast-paced startup environment with evolving processes.
• Willingness to learn immigration processes and related accreditation.

Responsibilities

• Own the customer relationship end-to-end, including health, renewal and growth.
• Manage a portfolio of SMB accounts and proactively identify opportunities to improve retention and expand.
• Contribute to shaping and scaling Customer Success processes.
• Collaborate with Product, Engineering, Immigration Advisors, Operations, Support and Sales to deliver seamless experiences.

Skills

Customer Experience

Commercial Confidence

Phone Communication

Collaborative Mindset

Problem-Solving Skills

Startup Mentality

Tech-Savvy

Self-Directed Learner

Curiosity About Immigration

Tools

HubSpot

Intercom

Metabase

Job description

About Borderless

At Borderless, we’re building a world where borders are no longer barriers - where anyone can move anywhere, seamlessly and safely.

Founded in 2023, we’ve already helped 600+ UK businesses and 15,000+ individuals navigate the complexity of immigration.

Powered by technology, and supported by an expert team, our platform removes the friction of Home Office compliance, visa processing and sponsor licence applications, making immigration faster, simpler and more accessible for everyone.

Backed by Entrepreneur First and Backed.VC, we’re scaling fast and in 2026 expanding into new sectors and markets to further accelerate our growth.

Role: Customer Success Manager

Why this role matters

Delivering successful outcomes and an incredible experience is central to how we partner with customers. Operating around a brilliant platform, the customer success team plays a critical role in ensuring every customer feels supported, reassured and able to achieve their goals.

Our customer base is growing fast, 500+ customers currently and on track to surpass 1,000 before the end of 2026. There are a variety of segments, from lower touch Bronze accounts to high value Gold accounts.

We’re therefore hiring for a Customer Success Manager to support a book of SMB customers.

In this role, you’ll be the primary point of contact for your customers - owning relationships end-to-end, delivering an exceptional service experience, and supporting customers through complex immigration processes. Don’t worry if you don’t have immigration experience yet: we’ll train you and support you in gaining an accessible accreditation.

Role Responsibilities

As a Customer Success Manager, you’ll own the customer relationship end to end - the relationship, the health of the account, the renewal and the growth, delivering a seamless customer experience that turns customers into active advocates for Borderless.

You’ll manage a portfolio of accounts, understand customer needs, proactively solve problems, and identify opportunities to improve retention and grow accounts. You’ll also contribute to shaping and improving our Customer Success processes as we scale.

Your key responsibilities will include:

• Gold-Standard Customer Experience and Relationships: Deliver high-quality, consistent service across the customer journey, ensuring customers achieve their desired outcomes efficiently. Build, maintain, and grow strong customer relationships.

• Communication, Inside and Out: Phone first! Be someone who picks up the phone before sending an email. Be just as clear and just as quick with colleagues in Support, Immigration and Product, because most of what a customer experiences is decided internally before it ever reaches them.

• Problem-Solving & Conflict Resolution: Proactively manage and resolve challenges, especially in high-stakes or time-sensitive situations.

• Execution and Reliability: Be the person nothing falls through. Nothing dropped and nothing overdue, whether it came from a customer or from another team, with our systems kept current enough that anyone could pick up your accounts cold.

• Team Collaboration: Follow our Customer Success processes and contribute the ideas that improve and scale them. Work closely with Product, Engineering, Immigration Advisors, Operations, Support, and Sales to deliver a seamless end-to-end experience, using data and system insights to inform decisions.

The Ideal Candidate Will Bring

We value attitude, mindset, and potential as much as background.

• Customer Experience: 2-4 years' experience in Customer Success, Account Management, Sales, or another customer-facing role.

• Commercial Confidence: You've run a renewal or held a price conversation, or you're clearly ready to. This role carries a number.

• Comfort on the Phone: You're confident speaking with customers and naturally default to calling rather than emailing.

• Collaborative Mindset: You enjoy working cross-functionally, particularly with Immigration, Support, Product and Sales.

• Problem-Solving Skills: Able to identify customer needs and take ownership of solutions.

• Startup Mentality: Comfortable in a fast-paced, sometimes ambiguous environment where processes are still being built and refined.

• Tech-Savvy: Comfortable learning and using systems such as HubSpot, Intercom, Metabase or similar, and confident using AI tools well in your day-to-day work.

• A Self-Directed Learner: You can point at something you taught yourself recently, and tell us why.

• Curiosity About Immigration: Prior experience isn't required, but genuine interest is encouraged. We are passionate about this!

Nice to have:

• Immigration or regulated-industry experience: Prior immigration experience is a big plus, but not required. We'll fully support training and accreditation so you can confidently support customers in this area.

Interview Process

• 30-minute screening call with Talent

• 45-minute interview with the Hiring Manager

• Take-home task

• Final stage: presentation of the task and interview discussion (1 hour total)

Benefits

3 days in office, 2 days remote

Monthly company in-office lunches

Monthly company team events

Annual offsite (our last one was in Marrakesh!)

Holidays & Remote Work

25 days holiday each year + 3 days between 25th December and 31st January, plus bank holidays

1-week work-from-anywhere policy

Growth & Development

£500 annual Learning & Development budget

6-month performance reviews and promotion opportunities

Equipment & Other Perks

Laptop and peripherals — whatever you need to work effectively

Cycle to Work scheme

Employer pension contributions via Smart Pension

Access to Spill (mental health support)

Gym in Shoreditch Exchange

Onsite barista