Jack & Jill
Customer Success Manager (£45k-£60k + £15k-£20k OTE) at Borderless
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Job Title
Customer Success Manager
Salary
£45k-£60k + £15k-£20k OTE
Company Description
Borderless is a high-growth London startup backed by Entrepreneur First and Backed.VC that is automating the complex world of global immigration. Founded in 2023, they have already helped over 600 UK businesses and 15,000 individuals navigate visa processing and Home Office compliance through a seamless, technology-first platform.
Job Description
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.
Location
London, UK
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.
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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.
The ideal candidate
- 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.
Who are Jack & Jill?
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
How does this work?
- 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 it's a match and the company wants to meet you, they'll make the intro. In the meantime, if you'd like, Jack will send you excellent alternatives.
We never post fake jobs
This isn't a trick. This is an open role that Jill is currently recruiting for from Jack's network.
Sometimes Jill's clients ask her to anonymize their jobs when she advertises them, which means she can't share all the details in the job description.
We appreciate this can make them look a bit suspect, but there isn't much we can do about it.
Give Jack a spin!
You could land this role. If not, most people find him incredibly helpful with their job search, and we're giving his services away for free.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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