Head of Customer Success

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

How You’ll Make an Impact:

As the Head of Customer Success, you will lead the development and execution of our CX-led account management model, particularly focusing on Micro & Small partners. Your mission is to enhance partner growth and deepen direct customer success through data-driven insights and tailored digital engagement programs. Working closely with the CX leadership team, you will design and implement strategies that increase operational efficiency and elevate the value we deliver to our customers.

What You’ll Do:

• Set up and manage the operations of the CX Proactive and Partner account support function.

• Implement a digital, data-driven approach, complemented by human support when necessary.

• Manage proactive campaigns and targeted outreach, from ideation to successful customer delivery, across various channels (e.g., eDM, phone calls, automated messaging).

• Align CX strategies with GTM and wider business objectives, collaborating with sales, lifecycle marketing, and operations teams.

• Establish tracking and reporting mechanisms to monitor key metrics and continuously improve CX strategies.

• Stay informed about industry developments and apply best practices to enhance CX initiatives.

• Proactively manage risks, compliance, and regulatory obligations within your remit.

Success Looks Like:

• Increased conversion and engagement through scalable, proactive initiatives.

• Enhanced partner engagement and growth in CX-supported partners.

• Improved customer engagement, including migration and assisted onboarding.

• Continuous improvement of CX processes, ensuring iterative success.

• A well-prepared and supported team, set up for success.

What You’ll Bring with You:

• Strategic thinker with experience in developing and executing CS operational plans aligned with CX strategy.

• Experience in fast-paced, global environments, adept at managing competing priorities.

• Excellent analytical skills to derive actionable insights from complex data for business and customer growth.

• Proven experience in CS/CX management and/or sales leadership roles.

• Track record of managing strategic projects across cross-functional teams to drive customer satisfaction and business outcomes.

• Passion for championing both customer and business needs, with a focus on solving real problems.

Why Xero? 

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.