Customer Success People Lead

Xero
Milton Keynes, Manchester
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Mentoring","Coaching","Leadership","Analytical thinking","Stakeholder management"]

Lead a team of customer success specialists within the Customer Experience function, empowering advisors and small businesses to achieve their goals. Drive customer retention and growth by coaching day-to-day outputs, improving onboarding and engagement, and delivering always-on and strategic campaigns aligned to the global go-to-market plan. Use CRM and customer success platforms to analyze customer health, refine workflows, and support long-term satisfaction and advocacy.

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Xero
Xero
1 month ago

Customer Success People Lead

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead a team of customer success specialists within the Customer Experience function, empowering advisors and small businesses to achieve their goals. Drive customer retention and growth by coaching day-to-day outputs, improving onboarding and engagement, and delivering always-on and strategic campaigns aligned to the global go-to-market plan. Use CRM and customer success platforms to analyze customer health, refine workflows, and support long-term satisfaction and advocacy.
Location: Milton Keynes, Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Guide and coach a team of specialists to drive customer retention and growth across advisor and small business channels.
  • •Implement modern onboarding and engagement methodologies to improve product utilisation and customer sentiment.
  • •Deliver always-on and strategic campaigns aligned with the global go-to-market plan.
  • •Use CRM and customer success platforms (Salesforce, Gainsight, or HubSpot) alongside G-Suite tools to analyze customer health data and refine workflows.
  • •Provide strategic direction and continuous coaching to elevate team capabilities and maintain a high-performing environment.

Key Requirements

  • •Demonstrated experience mentoring, coaching, or leading teams within customer success, sales, or customer experience environments.
  • •Background in SaaS or digital platforms with a solid understanding of customer success principles or sales motions.
  • •Analytical approach to using customer data and metrics to guide decision-making and outcomes.
  • •Exceptional communication and stakeholder management skills, building trust and influencing across business levels.
  • •Familiarity with CRM or customer success tools such as Salesforce, Gainsight, or HubSpot.
Experience:SaaSDigital platforms
Skills:MentoringCoachingLeadershipAnalytical thinkingStakeholder management
Tech Stack:SalesforceGainsightHubSpotG-SuiteCRM

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn