At a Glance
- Tasks: Own customer relationships, deliver exceptional service, and support clients through immigration processes.
- Company: Join Borderless, a fast-growing tech startup revolutionising immigration for businesses and individuals.
- Benefits: Flexible work options, generous holiday, team events, and a £500 learning budget.
- Other info: Dynamic startup environment with opportunities for growth and development.
- Why this job: Make a real impact by helping customers navigate immigration with ease and confidence.
- Qualifications: Experience in customer-facing roles; passion for problem-solving and building relationships.
The predicted salary is between 36000 - 60000 £ per year.
About Borderless
At Borderless, we are building a world where borders are no longer barriers - where anyone can move anywhere, seamlessly and safely. Founded in 2023, we have 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.
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 are therefore hiring multiple Customer Success Managers with a range of experience levels. Whether you are 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 would love to hear from you.
In this role, you will 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 will train you and support you in gaining an accessible accreditation.
Role Responsibilities
As a Customer Success Manager, you will own the customer relationship from onboarding through renewal, delivering a seamless customer experience that turns customers into active advocates for Borderless. You will manage a portfolio of accounts, understand customer needs, proactively solve problems, and identify opportunities to improve retention and grow accounts. You will 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 are 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 are 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 of solutions.
Nice to have:
Interest in Immigration: Prior immigration experience is a big plus, but not required. We will 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
Onsite barista
Customer Success Manager in London employer: Borderless Immigration
Borderless Immigration is an exceptional employer, offering a dynamic work culture that values collaboration and attention to detail. With a hybrid working model based in Greater London, employees enjoy generous benefits and ample opportunities for professional growth in the immigration sector, making it a rewarding place for those passionate about making a difference in people's lives through visa sponsorship.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Get to know the company inside out! Research Borderless, understand their mission, and be ready to discuss how you can contribute to their goal of making immigration simpler. This shows genuine interest and helps you stand out.
✨Tip Number 2
Practice your phone skills! Since this role emphasises picking up the phone, get comfortable with making calls. Role-play with friends or family to build confidence in discussing customer needs and solutions.
✨Tip Number 3
Prepare for the interview process by anticipating questions about problem-solving and customer experience. Think of specific examples from your past roles that highlight your skills in these areas, as they’ll be key to impressing the hiring manager.
✨Tip Number 4
Don’t forget to showcase your collaborative mindset! Be ready to discuss how you’ve worked cross-functionally in previous roles. Highlighting your ability to work with different teams will resonate well with Borderless's startup mentality.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience and skills that align with our mission at Borderless, showing us why you're the perfect fit!
Show Off Your Communication Skills:Since this role is all about building relationships, let your communication skills shine through in your application. Use clear, concise language and don’t hesitate to showcase any previous customer-facing experiences.
Be Authentic:We love genuine personalities! Don’t be afraid to let your true self come through in your application. Share your passion for customer success and how you can contribute to making immigration easier for everyone.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Borderless Immigration
✨Know the Company Inside Out
Before your interview, dive deep into Borderless and understand their mission, values, and the services they offer. Familiarise yourself with their customer base and the challenges they help solve. This knowledge will not only impress your interviewers but also help you articulate how you can contribute to their goals.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed customer relationships or resolved conflicts. Highlight your phone-first approach and how it has helped you connect better with clients.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified customer needs and proactively solved problems. Think of scenarios that showcase your ability to handle high-stakes situations, as this role requires quick thinking and effective solutions.
✨Embrace the Startup Mentality
Borderless is a fast-paced startup, so convey your comfort with ambiguity and change. Share experiences where you've thrived in dynamic environments and contributed to process improvements. This will show that you're adaptable and ready to help shape the future of their Customer Success processes.
