Director of Customer Success

🚀 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: Director of Customer Success

Why this role matters

As Borderless scales our digital immigration platform across the UK to serve tens of thousands of SMBs, this role will be critical in building a modern, scalable Customer Success function that balances automation with high trust, and product-led experiences with human support.

You’ll own the end-to-end post-sales customer experience, ensuring customers successfully navigate a time-sensitive, regulated immigration process while driving retention, expansion, and long-term value.

Reporting to: CEO

🛠️ Role Responsibilities

• Strategy: Design and implement an end-to-end, scalable Customer Success strategy to reduce churn, boost engagement, and drive revenue expansion.

• Scale & segmentation: Design and operate a segmented CS model capable of supporting tens of thousands of SMB customers efficiently, while maintaining high trust, engagement, compliance, and retention.

• Leadership: Build, scale, and lead a high-performing Customer Success organisation — including hiring, team structure, coaching, performance management, and clear career pathways as customer volume grows.

• Performance & data: Define, own, track, and report key metrics (CSAT, churn, GRR/NRR, adoption) to leadership, using data to drive decisions and continuous improvement.

• Customer experience: Own the post-sales journey across onboarding, activation, and ongoing touchpoints, ensuring customers receive a consistently excellent experience throughout complex immigration workflows.

• Operational excellence & implementation rigour: Build and continuously optimise core CS processes to maximise customer health, engagement, and delivery quality.

• Product-led adoption: Partner closely with Product to define success milestones, adoption metrics, and lifecycle journeys, ensuring customers realise value through successful case delivery, compliance milestones, and repeat platform usage.

• Cross-functional collaboration: Work closely with Sales, Operations, and Product to improve handovers, influence roadmaps, and ensure Customer Success insights shape platform, service, and process decisions.

• Growth & advocacy: Identify and close expansion opportunities (via CSMs), foster customer advocacy, and turn satisfied customers into reference champions.

✅ The Ideal Candidate Will Bring

• Experience building and implementing scalable Customer Success strategies for companies with 1,000+ SMB or mid-market accounts, ideally within a strong product-led growth (PLG) motion.

• Experience operating in a software-led business combined with complex, regulated service delivery (e.g. immigration, legal, fintech, healthcare, logistics).

• A commercial mindset, with innovative ideas to drive growth across Borderless’ customer portfolio.

• Hands-on experience owning or implementing Customer Success tooling, data pipelines, and automation (e.g. CRM, CS platforms, lifecycle messaging, health scoring).

• Strong systems thinking, with the ability to design repeatable, scalable processes across people, product, and operations.

• A rigorous operational mindset, with strong data analysis and problem-solving skills.

• Excellent communication and relationship-building abilities, particularly in high-trust or escalated customer scenarios.

🧪 Interview Process

• 30 minutes screening call with Talent

• 45 minutes interview with CEO

• Take Home Task

• Final Onsite interviews;

  • Presenting take home task with the Senior Leadership Team 45 minutes

  • Working Session with the Senior Leadership Team 45 minutes

  • Interview with two founders 30 minutes

💯 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