The role / impact
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 / how they connect
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.
The team is currently working on / Initially, you will focus on
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.
Where and how you can work
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.
Here are some of the things we are looking for
You bring a proven background in mentoring or leading teams, with a preferred focus within sales, customer success, or customer experience environments.
A customer-centric and people-driven mindset is vital, along with a dedication to cultivating a positive, high-performing team culture.
Your toolkit includes a strong understanding of SaaS principles, modern customer onboarding, or sales motions.
Being inspired by data, you possess the analytical capability to interpret customer metrics and turn insights into actionable strategies.
Exceptional communication skills are key, enabling you to build trust, influence stakeholders, and resolve customer issues effectively.
An adaptive leadership style and a growth mindset will help you welcome change and guide your team smoothly through business transformations.
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Compensation & Total Rewards
At Xero, we value the impact and skills you bring to the team. We don’t just hire for a role; we invest in people. We believe in a Total Package philosophy - which means your value isn't just a single number on a paycheck. While base salary is a core component, we look at your compensation through a holistic lens that includes equity, performance incentives, and world-class benefits.
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.
Comprehensive Benefits: Medical, dental, vision, 401(k) match, and 21 days PTO, 10 days of Wellbeing leave, 5 days of Xtra Leave, 1 volunteer day, 12 paid holidays, paid parental leave. Further information included on our Xero Perks page.
Xero uses AI to help screen applications based on job-related qualifications. These tools assist our recruiters but do not make automated hiring decisions. A human recruiter reviews all candidates before any hiring action is taken.
Please note that our application deadline for this role is Friday 31st July 2026.
Skills Required
- Proven background in mentoring or leading teams
- Experience in sales, customer success, or customer experience environments
- Customer-centric and people-driven mindset
- Strong understanding of SaaS principles, modern customer onboarding, or sales motions
- Analytical capability to interpret customer metrics and turn insights into action
- Exceptional communication skills to build trust and influence stakeholders
- Adaptive leadership style and a growth mindset to manage change
- Experience delivering coaching and embedding customer success best practices
Xero Compensation & Benefits Highlights
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Leave & Time Off Breadth — Paid time off is extensive in the U.S., including 21 days of annual leave, 10 wellbeing days, five “Xtra” days, three year‑end company holidays, and a paid volunteer day. Feedback suggests this structure provides meaningful flexibility for rest and personal needs.
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Parental & Family Support — Primary caregivers receive 26 weeks fully paid leave and partners receive six weeks, with additional family‑forming support available. Feedback suggests this depth of caregiver support stands out within the package.
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Wellbeing & Lifestyle Benefits — Employees have access to Modern Health coaching/counseling, Carrot fertility benefits, and an employer‑funded ThrivePass wellbeing allowance. Feedback suggests these offerings create a holistic wellbeing layer beyond standard medical coverage.
Xero Insights
What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.
Gallery
Xero Teams
Xero Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
