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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 will run consultative conversations, deliver product demonstrations, and guide small business owners through setup and adoption, directly impacting customer confidence and success.
You'll be the trusted voice during customers' most critical early phase, connecting them with the tools and ecosystem 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.
The Small Business Sales team sits at the intersection of customer acquisition and activation, working to convert prospects into engaged customers within their first 90 days. The team handles everything from initial inbound interest through early product adoption, collaborating closely with marketing, customer success, and product to refine onboarding practices for small businesses. You'll work in a high-energy environment where your impact on customer experience directly shapes retention and growth metrics.
Key responsibilities include handling inbound leads and converting them through discovery, product demonstrations, and guided onboarding sessions. You'll 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.
Xero supports a flexible, hybrid working style. For this role, you will spend 3 days in the office collaborating face-to-face and 2 days working remotely, balancing team connection with individual flexibility.
REQUIREMENTS:
- Excellent communication skills with ability to translate complex accounting concepts into language small business owners understand
- Self-motivated; able to manage your own workload and priorities without micromanagement
- Thrive in a target-driven environment where metrics matter
- Curiosity about small business workflows and accounting processes
- Demonstrated success in a sales or onboarding role, managing your own pipeline and hitting conversion targets
- Comfortable with CRM systems and tools like Salesforce or HubSpot, using data to inform your approach
- Ability to collaborate naturally with cross-functional teams, sharing customer insights and contributing to better sales and onboarding practices
