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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 of Xero's accounting platform.
You'll be the trusted voice for customers during their 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 directly impact retention and growth metrics.
You'll work within the Small Business Sales team, which sits at the intersection of customer acquisition and activation. The team handles everything from initial inbound interest through early product adoption, collaborating closely with marketing, customer success, and product teams. You'll operate in a high-energy, target-driven environment where your impact on customer experience directly shapes business outcomes.
Key responsibilities include handling inbound leads and converting them through discovery and guided onboarding sessions, owning your personal pipeline and progressing opportunities from first contact to subscription activation, running 1:1 and group onboarding sessions covering core workflows (invoicing, bills, payments, bank feeds), and identifying and facilitating warm handoffs to ecosystem partners and customer success teams 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 with ability to manage your own workload and priorities without micromanagement
- Demonstrated success in a sales or onboarding role, managing your own pipeline and hitting conversion targets
- Comfortable with CRM systems and tools such as Salesforce or HubSpot, using data to inform your approach
- Curiosity about small business workflows and accounting processes
- Ability to collaborate naturally with cross-functional teams, sharing customer insights and contributing to better sales and onboarding practices
- Thrives in a target-driven environment where metrics matter
