What you'll do
- Drive CS Operational Strategy: Act as the primary operational partner for the Head of Customer Success, helping to drive the strategic operations and day-to-day operational rhythm of the CS function. Focus on workflow management, performance against key metrics, and identifying E2E friction points.
- Embed Continuous Improvement: Proactively identify, analyze, and implement process improvements to enhance efficiency, scalability, and customer outcomes. Champion a culture of operational excellence and data-driven decision-making.
- Monitor & Drive Performance: Establish, track, and report on key operational metrics and CS-related KPIs. Provide actionable insights and data-driven recommendations to leadership to drive a strong results and delivery focus.
- Enable Change Adoption: Partner with CS leaders to implement and embed functional changes. Develop and execute operational readiness plans—including documentation, system configuration, and communication—to ensure high adoption and seamless transitions from projects to BAU.
- Champion AI & Technology: Actively research, pilot, and deploy AI tools and other technologies to optimize CS operations, improve team productivity, and enhance the customer experience.
- Manage Operational Readiness: Own the operational readiness framework for the CS team, ensuring all processes, documentation, and systems are robust, scalable, and support BAU excellence.
- Stakeholder & Comms: Act as the primary operational liaison between the CS function and the central CX team, managing communications and reporting on operational performance, risks, and improvement initiatives.
What you'll bring with you
- Proven experience in an Operations Management role, preferably within a SaaS or tech environment.
- Experience working directly with or in a Customer Success function.
- Demonstrable experience in process improvement, operational readiness, and driving continuous improvement cycles.
- Experience in supporting leaders to drive and embed change, including internal communications and readiness planning.
- Practical experience with, or a strong passion for, leveraging AI and automation tools to drive operational efficiency.
Top Skills
What the Team is Saying
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
We believe that by simplifying the complex we're not only making life better for small business, we’re helping to create a stronger, more vibrant economy. When you join this team, you’re impacting local communities, on a global scale. Being a Fast Co. Best Workplace for Innovators is a direct reflection of our creative, curious culture.
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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.
