Small Business Onboarding Specialist

Xero
Cape Town
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Attention to detail","Organization","Collaboration","Cross-functional teamwork"]

Own the customer experience from first contact through the early stages of onboarding for small business subscribers. Deliver product overviews, discovery calls, and webinars, guide customers through setup milestones like bank feeds, invoicing, bills, and reconciliations, and use CRM systems to track interactions and document feedback. Partner with marketing, customer success, and product teams to refine onboarding journeys and drive platform adoption, retention, and growth.

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FursaFursa
Xero
Xero
13 hours ago

Small Business Onboarding Specialist

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Last checked: 1 hour agoStatus: Live

Job Summary

Own the customer experience from first contact through the early stages of onboarding for small business subscribers. Deliver product overviews, discovery calls, and webinars, guide customers through setup milestones like bank feeds, invoicing, bills, and reconciliations, and use CRM systems to track interactions and document feedback. Partner with marketing, customer success, and product teams to refine onboarding journeys and drive platform adoption, retention, and growth.
Location: Cape Town
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own the customer experience from first contact through the early stages of onboarding for new subscribers.
  • •Run live product overviews, discovery calls, and webinars to help small business owners adopt the platform.
  • •Guide new subscribers through setup milestones including bank feeds, invoicing, bills, and reconciliations.
  • •Use Salesforce or HubSpot to track customer interactions, manage pipelines, and document feedback.
  • •Identify opportunities for connected ecosystem apps and facilitate warm handoffs as needed.

Key Requirements

  • •Experience in customer onboarding, sales conversion, or account management in a target-driven environment.
  • •Ability to simplify complex concepts and communicate clearly with small business owners.
  • •Curiosity about small business workflows and basic accounting processes (e.g., invoicing or reconciliations).
  • •Familiarity with CRM software to manage daily activity and track customer progress.
  • •Ability to manage a varied workload independently with strong attention to detail and organisation.
Skills:CommunicationAttention to detailOrganizationCollaborationCross-functional teamwork
Tech Stack:Google MeetPhoneWebinar platformsSalesforceHubSpotCRM

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