Customer Success Manager

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 multiple Customer Success Managers with a range of experience levels. Whether you're earlier in your career with a background in sales and keen to move into Customer Success, or a more experienced CSM looking for a senior role in a scaleup, we'd love to hear from you.

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 from onboarding through renewal, 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: Deliver high-quality, consistent service across the customer journey, ensuring customers achieve their desired outcomes efficiently.
• Exceptional Relationship Building: Phone first! Be someone who picks up the phone before sending an email. Build, maintain, and grow strong customer relationships.
• Problem Solving & Conflict Resolution: Proactively manage and resolve challenges, especially in high stakes or time sensitive situations.
• Process Implementation & Improvement: Follow established Customer Success processes and contribute ideas to improve and scale them.
• Team Collaboration: 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're open to a range of experience levels and value attitude, mindset, and potential as much as background.

• Customer Experience: Typically 2-8 years' experience in Customer Success, Account Management, Sales, or another customer facing role.
• Comfort on the Phone: You're confident speaking with customers and naturally default to calling rather than emailing.
• Tech Savvy: Comfortable learning and using systems such as HubSpot, Salesforce, or similar tools.
• Collaborative Mindset: You enjoy working cross functionally, particularly with Sales and Operations.
• Startup Mentality: Comfortable in a fast paced, sometimes ambiguous environment where processes are still being built and refined.
• Problem Solving Skills: Able to identify customer needs and take ownership -

Nice to have

• Interest in Immigration: 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 Palma!)

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