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Xero is seeking a Small Business Onboarding Specialist to own the complete customer journey from first contact through the first 90 days. This role combines discovery, sales, and onboarding expertise to convert prospects into thriving customers. You'll run consultative conversations, deliver product demonstrations, and guide small business owners through setup and adoption of Xero's accounting platform.
You'll be the trusted voice during customers' most critical early phase, connecting them with tools and ecosystem partners they need to grow. The role is 100% dedicated to onboarding, allowing you to focus entirely on creating smooth, valuable experiences that set customers up for long-term success and retention.
You'll handle inbound leads, own your personal pipeline, and progress opportunities from first contact to subscription activation. You'll run 1:1 and group onboarding sessions covering core workflows like invoicing, bills, payments, and bank feeds. You'll identify and facilitate warm handoffs to ecosystem partners and the customer success team as customers expand their needs.
The Small Business Sales team sits at the intersection of customer acquisition and activation, collaborating closely with marketing, customer success, and product to refine onboarding practices. You'll work in a high-energy environment where your impact on customer experience directly shapes retention and growth metrics.
Ideal candidates bring excellent communication skills and can translate complex accounting concepts into language small business owners understand. You're self-motivated, manage your own workload without micromanagement, and thrive in target-driven environments. Your curiosity about small business workflows and accounting processes gives you credibility with customers. You've demonstrated success in sales or onboarding roles, managing pipelines and hitting conversion targets. You're comfortable with CRM systems like Salesforce or HubSpot, using data to inform your approach. You collaborate naturally with cross-functional teams, sharing customer insights to improve sales and onboarding practices.
The role is hybrid: 3 days in-office collaborating face-to-face, 2 days working remotely. This structure balances team connection with individual flexibility.
