Customer Success People Lead
Posted Updated
Description
- 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 product adoption 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
- Your focus will be on increasing our contribution to overall revenue by guiding day-to-day outputs across key initiatives, elevating team capabilities through continuous coaching, and ensuring the team is equipped to deliver on a variety of strategic campaigns
- By fostering a supportive and high-performing environment, you will directly influence customer retention and long-term satisfaction
- You will join a collaborative and cross-functional community within the broader Customer Experience team
- We work closely with global go-to-market, product, marketing, and technology partners to deliver seamless customer journeys. Together, we focus on supporting small businesses and advisors to thrive by executing impactful onboarding and growth programmes
- Guiding and coaching a team of specialists to drive customer retention and growth across advisor and small business channels
- Implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment
- Delivering on diverse always-on and strategic campaigns aligned with our global go-to-market plan
- Utilizing CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot alongside G-Suite tools to analyze customer health data and refine workflows
- You can work from a mix of home and our modern UK office spaces, coming together with the team on designated boost days to connect, collaborate, and share ideas
- Familiarity with CRM or Customer Success tools such as Salesforce, Gainsight, or HubSpot
- Exceptional communication and stakeholder management skills, with the ability to build trust and influence across all business levels
- An adaptive leadership style and growth mindset that helps you embrace change and support your team through evolving priorities
- Apply even if your experience isn’t a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team
- Demonstrated experience mentoring, coaching, or leading teams within customer success, sales, or customer experience environments
- A background in SaaS or digital platforms, paired with a solid understanding of customer success principles or sales motions
- Join a Great Place to Work-Certified™ company where your voice matters
- You bring an analytical approach to using customer data and metrics to guide decision-making and drive positive outcomes