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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, directly impacting customer confidence and long-term 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.
You'll handle inbound leads and convert 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.
The Small Business Sales team sits at the intersection of customer acquisition and activation, working in a high-energy environment where your impact on customer experience directly shapes retention and growth metrics. You'll collaborate closely with marketing, customer success, and product teams to refine how Xero onboards small businesses.
You bring excellent communication skills and can translate complex accounting concepts into language small business owners understand. You're self-motivated, manage your own workload and priorities without micromanagement, and thrive in a target-driven environment where metrics matter. Your curiosity about small business workflows and accounting processes gives you credibility when talking with customers. You've demonstrated success in a sales or onboarding role, managing your own pipeline 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 and contributing to better sales and onboarding practices.
The role operates on a hybrid schedule: 3 days in the office collaborating face-to-face and 2 days working remotely, balancing team connection with individual flexibility.
