Growth-Driven Customer Success Manager (SMB Focus)

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

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.