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Xero is seeking a Small Business Onboarding Specialist to own the complete customer journey from initial 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 software.
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 work within the Small Business Sales team, which sits at the intersection of customer acquisition and activation. The team collaborates closely with marketing, customer success, and product to refine small business onboarding processes. You'll handle inbound leads, own your personal pipeline, and progress opportunities from first contact to subscription activation.
Key responsibilities include running 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 customer success teams as customers expand their needs. Success is measured by conversion targets and customer adoption metrics.
The ideal candidate brings 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 a target-driven environment. Your curiosity about small business workflows and accounting processes gives you credibility with customers. You've demonstrated success in a sales or onboarding role, managing your own pipeline and hitting conversion targets. Comfort with CRM systems like Salesforce or HubSpot is expected. You collaborate naturally with cross-functional teams and share customer insights to improve sales and onboarding practices.
