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.