Customer Success People Lead

Our Purpose 

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you’ll make an impact

The customer is the heart and soul of Xero and our newly formed Customer Success Team plays a critical role in empowering our customers to achieve their business goals, whilst driving advocacy for Xero through delivering beautiful experiences.

As a Customer Success (CS) People Lead sitting within the Customer Experience (CX) function, you will lead a group of Specialists, providing them guidance, mentoring and strategic direction to drive customer retention, satisfaction, and growth. Your role will involve collaborating cross-functionally with Sales, Product, and CX teams to enhance the overall customer experience. 

With a focus on increasing CX’s contribution to the company’s overall revenue, you will use your natural leadership style to manage day-to-day outputs within our Partner Assist and Assisted Onboarding programs, leveling-up team capabilities via coaching and development opportunities, and ensuring the team are equipped to support Xero’s overall GTM strategy by delivering on a wide-variety of campaigns and initiatives.

What you’ll do

• Leadership: Provide outstanding leadership and motivation to the team balancing empowerment and autonomy while ensuring accountability.

• Weekly Connects: Host weekly team meetings, scrums and 1:1’s with direct reports, and contribute positively to leadership syncs.

• Results Delivery: Participate as a member of the Customer Success leadership team to deliver on our strategy, objectives, key results and strategic initiatives (OKRs).

• Performance Management: Proactively manage underperformance in a meaningful way; conducting regular performance reviews, setting clear objectives and providing constructive feedback.

• Sales Coaching: Provide real-time feedback on calls, presentations, and interactions; ensuring modern selling methodologies, and best practices are implemented to drive revenue-based outcomes.

• Culture Setting: Lead a high performance culture in your team, celebrating success, fostering a positive and collaborative team environment that encourages knowledge sharing and best practice adoption.

• Reporting & Analysis: Provide regular updates to management on team performance, customer health and sentiment; whilst analysing customer data to identify trends and insights that can inform business decisions.

• Capability Improvement: Uplift the capability of your team through effective ongoing training and coaching, whilst developing and implementing customer success best practices and tools.

• Change Management: Play a key role in change leadership, ensuring changes are well understood and adopted.

• Process Improvement: Continuously evaluate and refine customer success processes and workflows to optimise efficiency and effectiveness.

• Collaboration: Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to ensure a seamless customer experience, and collaborate closely with a number of CX supporting roles to ensure the team is equipped to deliver on the operating plan together with being prepared to support business change.

• Issue Resolution: Aid in the management of customer issues and complaints, ensuring they are addressed and resolved in a timely and effective manner and to a high satisfaction level. 

• Team Building: Attract, recruit and retain capable individuals, building on and complementing the diversity of our team.

• Continuously Learn: Participate in training and take time to build knowledge of engagement practices and sales motions.

• Stay up-to-date: Keep abreast of industry best practices and emerging trends within Customer Success.

What you’ll bring with you

• Proven experience: 4+ years experience within Customer Success, Sales, or CX, with 2+ years leading or mentoring a team. 

• Leadership skills: Strong ability to coach, motivate, and develop team members. Preferred if done in a Sales environment previously.

• Industry Knowledge: Experience in SaaS is preferred, however, you must have a strong understanding of customer success or Sales principles and methodologies.

• Product Knowledge: An understanding of Xero’s products and services is preferred.

• Organisational skills: Superior time management and organisational skills, with exceptional attention to detail.

• Communication skills: Excellent verbal and written communication skills, with the ability to clearly and effectively communicate plans, insights and instructions to the team whilst building rapport and influencing stakeholders.

• Data-driven: Analytical and inspired by data, with the ability to interpret and utilise customer data to drive decision-making.

• Revenue generation knowledge: Experience with sales/revenue-generation efforts, campaigns and metrics, and/or a strong desire to participate in efforts.

• Performance and Behaviours: Regularly have met and exceeded team and functional OKR’s and metrics, with an ability to demonstrate a best-practice behaviour set that led to positive individual or team outcomes.

Why Xero? 

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.