Customer Success People Lead

About the role

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

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.

Initial Focus

• 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

Work Arrangement

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.

Requirements

• Proven background in mentoring or leading teams, with a preferred focus within sales, customer success, or customer experience environments
• Customer-centric and people-driven mindset, with a dedication to cultivating a positive, high-performing team culture
• Strong understanding of SaaS principles, modern customer onboarding, or sales motions
• Inspired by data, with analytical capability to interpret customer metrics and turn insights into actionable strategies
• Exceptional communication skills, enabling you to build trust, influence stakeholders, and resolve customer issues effectively
• Adaptive leadership style and a growth mindset to welcome change and guide your team through business transformations

Pay

The expected base salary range for this role is $89,100 - $111,400 USD. Individual pay is determined by various factors, including geography, level of experience, and the specific skills you bring to the role.

In addition to base pay, Xero’s roles are eligible for the following forms of variable compensation:

• Variable Pay: Permanent employees are eligible to participate in our annual bonus and equity (RSU) programs. You may also be eligible for performance-based cash or equity (RSUs) incentives depending on your role level and company performance.

Benefits

• Medical, dental, and vision coverage
• 401(k) match
• 21 days PTO
• 10 days of Wellbeing leave
• 5 days of Xtra Leave
• 1 volunteer day
• 12 paid holidays
• Paid parental leave