Customer Success People Lead

The role / impact

As a Customer Success People Lead, you will play a pivotal role in empowering our customers to achieve their business goals while driving advocacy and utilisation for Xero.

Sitting within our Customer Experience function, you will use your collaborative leadership style to guide, mentor, and provide strategic direction to a dedicated team of specialists across our key programmes.

Your focus will be on increasing the team's contribution to overall revenue by overseeing day-to-day outputs, levelling up capabilities through coaching, and ensuring the team is fully equipped to deliver on a wide variety of strategic campaigns. By fostering a high-performance culture, you will directly influence customer retention, product utilisation, and long-term customer satisfaction.

The team / how they connect

You will join a collaborative and cross-functional community within the broader Customer Experience function. The team works closely with global go-to-market stakeholders, product, marketing, and technology teams to ensure a seamless journey for our users. Together, they unite to support Partners and small businesses to build a stronger economy by delivering impactful onboarding and growth initiatives.

The team is currently working on / Initially, you will focus on

• Driving customer retention and revenue-based outcomes across Partner (Accountants and Bookkeepers) and Direct (Small Businesses) channels

• Implementing modern selling and onboarding methodologies to drive product utilisation and satisfaction.

• Delivering on a diverse mix of always-on and ad hoc campaigns aligned with the global go-to-market strategy.

• Enhancing team capability and embedding customer success best practices through real-time feedback and sales coaching.

Where and how you can work

At Xero, we offer a flexible, hybrid working environment designed to support balance and collaboration. You can work from a mix of home and our modern office spaces, coming together with the team on designated boost days to connect, collaborate, and share ideas.