About Borderless

We believe in a world where borders are no longer barriers, where anyone can move anywhere, seamlessly and safely.

Since launching in mid 2023, Borderless has scaled to over 350 UK businesses and has supported thousands of individuals across industries such as healthcare, construction, technology & finance.

Our platform streamlines the UK sponsorship process, automating what used to be a slow, complex & expensive process with modern technology backed by an expert team.

We’re backed by some of the UK’s leading investors (Entrepreneur First and Backed.VC) and growing quickly.

Location

We are based in Hoxton, London and operate a “office-first” hybrid model:

• We have 3 days in the office per week (Monday, Tuesday, Thursday)
• We’re big believers in the benefits of an in-person culture, read about why here

About the Role

We’re looking for a proactive, customer-focused Customer Success Manager (CSM) to join our growing team. This is a key role in shaping how we approach customer success, moving us towards best in class ways of proactively managing accounts and supporting our customers.

You’ll work with a variety of accounts, including some of our largest clients, building strong relationships, upselling when it makes sense, and ensuring customers are happy and getting the best value from what we offer.

What you’ll do day-to-day:

Account Management - Manage a portfolio of 50–100 customer accounts, acting as their main point of contact to ensure satisfaction and long-term success.

Proactive Engagement - Build strong, meaningful relationships with customers, staying ahead of their needs and identifying opportunities for growth or improvement before issues arise.

Customer Onboarding - Deliver smooth, efficient onboarding experiences that set customers up for success right from the start.

Revenue Growth - Spot opportunities to upsell additional features or services, helping customers move from free plans to enterprise solutions while ensuring they see real value.

Churn Prevention - Keep a close eye on account health, addressing risks early and taking proactive steps to retain customers.

Customer Advocacy - Champion customer feedback and needs within the company to drive product improvements and better experiences.

Problem Solving - Dive into complex immigration-related queries and product specifics, offering tailored advice and support to meet customer needs.

Collaboration - Work closely with sales, engineering, product, and support teams to ensure customers have a seamless experience across all touchpoints.

You should apply if you have:

Experience - A background in customer success, sales, or account management, ideally in a startup environment. You don’t have to have immigration law knowledge as long as you’re willing to learn!

Account Management - Confidence in managing a large portfolio of customers while maintaining strong relationships and delivering results.

Customer Focus - A genuine passion for helping customers succeed, with excellent relationship-building skills.

Sales Skills - You’re comfortable with upselling and spotting opportunities to grow accounts.

Problem-Solving Skills - Ability to handle complex customer queries, especially those related to immigration and detailed product features.

Communication Skills -Strong written and verbal communication skills, with the ability to engage effectively with customers and colleagues.

Organisational Skills - Great at prioritising tasks, managing multiple accounts, and keeping on top of the details.

Interview Process

1. 20 minute call with the Talent Team
2. 45 minute call with Hiring Manager + Team Member
3. 20 Minute Call with CEO
4. Take Home Task + Presentation
5. Onsite Interview

Borderless Benefits

Company Culture & Socials

🏢 3-4 days in office, 1-2 days remote

🌮 Monthly company in office lunches

🕺 Monthly company team events

✈️ Annual offsite (our last one was in Lisbon!)

Holidays & Remote Work

✈️ 25 days holiday each year + plus bank holidays

🏖️ ~6 half days each year, for personal or company socials

📞 1 week work from anywhere policy

Growth & Development

📚 £500 annual Learning & Development budget

📈 6 month performance reviews and promotion opportunities

Equipment & Other

💻 Laptop, peripherals - whatever you need to work effectively

🚲 Cycle To Work scheme

💰 Employer contributions via Smart Pension

We’re inclusive and value multiple perspectives, recognising diverse teams make better decisions. We welcome all applicants from people of all races, ethnicities, religions, gender identities, sexual orientations, ages, abilities, and life experiences.

Department

Customer Operations