The role / impact
At Xero, we are here to supercharge small businesses by making them more efficient every day and connecting them with big business technology. As a Small Business Onboarding Specialist, you will own the customer experience from first contact through the early stages of their journey. You will engage with prospective and new subscribers, converting qualified leads into paying customers and ensuring a smooth onboarding experience within their first 90 days.
In this goal-motivated role, you will run discovery calls and live product demonstrations, address customer pain points, guide them through the buying process, and identify upsell or cross-sell opportunities across our ecosystem of apps. Your ultimate goal will be completing customer milestones, optimising and growing our customers' use of the platform, and increasing retention. Your time will be beautifully balanced, with 30% dedicated to customer acquisition and 70% focused on delivering a high-quality onboarding experience.
The team / how they connect
You will join a collaborative and data-driven team that works closely with marketing, customer success, and product teams to share customer feedback and refine our onboarding motions. We operate as a coordinated unit, building trust through transparency and exchanging ideas in a way that is specific, direct, and kind. Together, we focus on driving clarity and delivering value to ensure our customers love their early experiences with Xero.
The team is currently working on / Initially, you will focus on
Responding quickly to inbound interest from small businesses, including web leads, trials, and referrals, to engage them in consultative conversations.
Managing a personal pipeline and progressing qualified opportunities from discovery through to subscription via Google Meet or phone demonstrations.
Running 1:1 or small-group onboarding sessions via webinar covering key workflows such as bank feeds, invoicing, bills, payments, and reporting.
Meeting individual and team targets for conversion rates, revenue, and activity levels while using CRM systems like Salesforce or HubSpot.
Where and how you can work
Xero supports a flexible, hybrid working style that balances team connection with individual flexibility. For this role, you will spend 3 days in the office collaborating face-to-face and 2 days working at home. This structure allows you to build strong workplace relationships during in-office days while enjoying the autonomy of remote work throughout the week.
Here are some of the things we are looking for
You will bring excellent written and verbal communication skills, with a natural ability to simplify complex concepts for small business owners.
Your background includes prior experience in an onboarding, SaaS sales, or customer-generating environment where you have managed a pipeline.
Having a basic understanding of small business accounting processes like invoicing, bills, and reconciliations will help you hit the ground running.
You possess a target-driven mindset and feel comfortable working in a high-activity, data-rich environment using modern CRM tools.
An ability to work independently, prioritise effectively, and manage a varied workload while collaborating across cross-functional teams is highly valued.
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.
Skills Required
- Prior experience in onboarding, SaaS sales, or customer-generating environment
- Basic understanding of small business accounting processes
- Excellent written and verbal communication skills
Xero Compensation & Benefits Highlights
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Parental & Family Support — Paid parental leave is outlined as up to 26 weeks for primary caregivers with six weeks for partners, supported by family-forming benefits through Carrot. Flexible return-to-work support is also highlighted.
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Leave & Time Off Breadth — Time off provisions include 21 days of annual leave, 10 wellbeing days, five Xtra days, three year-end company holidays, a paid volunteer day, and flexible working options. Global materials also emphasize additional wellbeing leave and local flexibility.
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Healthcare Strength — U.S. coverage includes medical via Cigna or Kaiser with dental and vision, complemented by global mental-health support through Modern Health for employees and immediate family. Life, AD&D, and short- and long-term disability are also included in the package.
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.
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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.
