Customer Success Manager

ABOUT BORDERPASS

BorderPass is a Canadian immigration technology and legal services company based in Toronto. We help colleges and universities support their international students from acceptance all the way through their journey in Canada, from study permit approval to post-graduate work permits and permanent residence, and we help employers navigate work permits and permanent residence pathways of their own. Our platform pairs AI-driven case management with licensed legal oversight, so every student and every application benefits from both speed and human accountability.

THE ROLE

We're hiring a Customer Success Manager to own the relationship with a portfolio of our college and university partners. Your job is to make sure every school gets real, measurable value out of BorderPass, and that every one of their international students actually uses it once they land in Canada, staying compliant, accessing support, and taking advantage of everything BorderPass offers throughout their time here. There's also a genuine sales element to this role: you'll be identifying and closing expansion opportunities within your existing accounts, not just maintaining them.

WHAT YOU'LL DO

• Meet consistently with senior leadership at partner schools to gather feedback and help shape our product roadmap

• Communicate new product features and updates clearly to your partner schools

• Drive signups, engagement, and ongoing usage of BorderPass among each school's enrolled international students, with a focus on students who have already landed in Canada

• Leverage our strategic partnerships to make sure onshore students know about member benefits available to them through BorderPass, including housing, banking, and telecom offers, legal consultations, and support with PR pathways

• Identify and pursue opportunities to expand usage and revenue within your existing accounts, including additional features and modules

• Lead onboarding for new partner schools, including structured training and implementation plans

• Run regular check-ins and business reviews to keep every partnership on track

• Build ROI analysis and reporting that shows partner schools the tangible value BorderPass delivers

• Serve as the go-to contact for any questions or issues your partner schools raise

WHAT WE'RE LOOKING FOR

• 3 to 5 years of experience in customer success, account management, or a similar client-facing role with a sales or upsell component

• A track record of building strong relationships with senior stakeholders and turning feedback into action

• Comfort driving usage and adoption, not just maintaining a relationship

• Comfort using data to tell a clear story about value and impact

• Excellent written and verbal communication skills

• Experience in education, immigration, or another relationship-driven B2B environment is a plus

• A genuine self-starter who can execute independently and is comfortable wearing multiple hats

WHY BORDERPASS

We work in a fast-paced, dynamic environment with high expectations for excellence. You'll have real ownership over your partner schools' success and a direct line to product and leadership. If you like building relationships, solving problems on the fly, and seeing your work show up in outcomes for real students, we'd love to hear from you.