Customer Success People Lead

What you’ll do

• Leadership: Provide outstanding leadership and motivation to the team balancing empowerment and autonomy while ensuring accountability.
• Target Attainment: Monitor and manage individual performance against daily, weekly and monthly engagement and revenue targets; ensuring overall team performance is on track.
• 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.
• 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.
• 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.

Success looks like

• All team members are fully supported to perform their role to the highest possible standard.
• Good performance is recognised and celebrated. Poor performance is managed promptly and effectively.
• All team members are motivated and engaged; morale and retention is high.
• Taking a continuous improvement approach - be open to development, whilst testing and applying learnings to ensure we iterate for continued success.
• Engagement and revenue targets are achieved across Partner Assist, Small Business Sales and Small Business Onboarding initiatives, and a revenue-focused mindset is instilled across the team.
• People management issues are dealt with promptly and escalated to CS Leadership and the People Experience team as needed.
• Customer related issues are managed or escalated accordingly resulting in effective resolution of the issues.
• Team members are contributing positively to CSAT, *Rating, and NPS. 
• Team members are increasing overall customer health and sentiment towards Xero.
• Understanding campaign outcomes and processes, and delivering against always-on and ad hoc campaign objectives.
• Providing feedback and insights that lead to increased revenue, enhanced productivity, optimisation of CS processes, and improved performance of our customer cohorts.
• Maintaining strong cross-functional relationships with key stakeholders across Xero.
• Contributing to a positive and collaborative work environment.

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.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot) is preferable.
• Experience within a SaaS environment is preferable.
• Use of G-suite is preferable.
• Prior involvement in, or an understanding of Sales motions is preferable.
• A people and customer-driven mindset.
• Ability to achieve revenue and engagement-based outcomes.
• Living our vision & values in decision-making, communication, day-to-day activities and behaviours.
• Has an adaptive and collaborative leadership style that meets the needs of the individual or group. Has a range of appropriate responses — knows when to step in and step back. Celebrates others’ successes with them and helps others learn when things don’t go as planned.
• Successfully builds trust and credibility with direct reports, peers and stakeholders across all levels of the business.
• A growth mindset, change is your friend and you are able to bring others with you on the journey with no fuss.