You will own a book of ~70 SMB accounts end-to-end, serving as the primary contact for relationship health, renewals, and expansion. By adopting a “phone-first” approach, you’ll proactively resolve high-stakes immigration challenges and collaborate cross-functionally with product and legal teams to deliver a gold-standard customer experience during a period of rapid scaling.
Customer Success Manager at Borderless
Join Borderless, a high-growth startup backed by Entrepreneur First and Backed.VC, as they redefine global immigration. Having already supported 600+ UK businesses and 15,000+ individuals, Borderless is automating the friction of visa processing and compliance. As a Customer Success Manager, you will own a book of 70+ SMB accounts, driving renewals and growth for a platform on track to hit 1,000+ customers by 2026. If you're a proactive, "phone-first" communicator looking to make a massive impact in a fast-scaling London team that proudly sponsors visas, this is the role for you.
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Location
London, United Kingdom
Compensation
£45k-£60k + £15k-£20k OTE
Company
Borderless
Role overview
Software Development11-50 employees
We believe in a world where borders are no longer barriers, where anyone can move anywhere seamlessly and safely. That’s why we’re building a global immigration platform, empowering ambitious businesses and individuals across the world.
Since launching in 2023, we’ve helped hundreds of businesses and thousands of workers simplify the complexity of immigration. Combining technology and human expertise, our platform streamlines the UK sponsorship process, demystifying complex legacy processes saving customers time, money and headache.
What you will do
- Drive renewals and account growth across a portfolio of 70+ SMB customers, maintaining high health scores and turning users into active brand advocates.
- Maintain proactive, “phone-first” communication with customers to resolve complex immigration hurdles and manage high-stakes situations with speed and clarity.
- Partner with Product, Engineering, and Immigration Advisors to streamline internal processes and ensure customer feedback directly informs the evolution of the platform.
Who this is a fit for
- Brings 2-4 years of experience in Customer Success or Account Management within a fast-paced tech startup, specifically managing high-volume SMB or mid-market books.
- Possesses commercial confidence with a proven track record of owning renewal targets, navigating price conversations, and meeting expansion goals.
- Demonstrates a proactive, high-energy mindset and is comfortable using modern tools like HubSpot, Intercom, and AI-driven workflows to manage complex tasks.
Why this role is remarkable
- Join a fast-scaling team backed by top-tier investors like Backed.VC and Entrepreneur First, with a customer base projected to double to 1,000+ by 2026.
- True ownership of a commercial book where you manage the entire lifecycle from onboarding to renewal and account expansion with a clear commission structure.
- Professional growth opportunities including fully supported training and accreditation in immigration law, an £500 L&D budget, and a “work from anywhere” policy.
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Jack gets to know what you're great at and what you want next, then searches 15 million jobs daily and helps you discover roles at companies like this.
Meet Jack
What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If your profile’s a match and Borderless wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.