Small Business Onboarding Specialist
At a glance
Mid-level Customer Success role at Xero. Hawthorn · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Handle inbound leads, moving each opportunity from initial contact through subscription activation
- Lead discovery calls and product demonstrations that help small business owners choose and understand Xero
- Guide individual and group sessions on invoicing, bills, payments, and bank feeds
- Manage your own pipeline while supporting customers through their first 90 days
- Arrange warm transfers to ecosystem partners and customer success when customer needs grow
What you bring
- Proven results in sales or onboarding, including ownership of a pipeline and conversion targets
- Strong communication skills that make complex accounting ideas clear to small business owners
- Working comfort with CRM platforms such as Salesforce or HubSpot, using data to shape your approach
- Curiosity about small-business workflows and accounting processes, plus the ability to work independently
Who this fits
You’ll suit a self-directed, target-focused customer-facing role that combines consultative selling with guided product adoption. The job is based in Hawthorn with a hybrid pattern of three office days and two days at home. You’ll work closely with marketing, customer success, product, ecosystem partners, and the Small Business Sales team.
From the employer
The role / impact
We're looking for a Small Business Onboarding Specialist who will own the complete customer journey from first contact through their first 90 days with Xero. You'll combine discovery, sales, and onboarding expertise to convert prospects into thriving customers — running consultative conversations, delivering product demonstrations, and guiding small business owners through setup and adoption. Your work directly impacts how confident and successful our customers feel using Xero to manage their business.
You'll be the voice customers trust during their most critical early phase, connecting them with the tools and ecosystem they need to grow. This role is 100% dedicated to onboarding, so you'll focus entirely on creating smooth, valuable experiences that set customers up for long-term success.
The team / how they connect
Our 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 how we onboard small businesses. You'll work in a high-energy environment where your impact on customer experience directly shapes our retention and growth metrics.
The team is currently working on
Within this role, you'll focus on 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 our ecosystem partners and customer success team as customers expand their needs.
Where and how you can work
Xero supports a flexible, hybrid working style that balances team connection with individual flexibility. For this role, you will spend 3 days in the office collaborating face-to-face and 2 days working at home. This structure allows you to build strong workplace relationships during in-office days while enjoying the autonomy of remote work throughout the week.
Here are some of the things we are looking for
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 about their challenges. You've demonstrated success in a sales or onboarding role, managing your own pipeline and hitting conversion targets. You're comfortable with CRM systems and tools 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.
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
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