Customer Success People Lead

Xero

HybridPosted July 29, 2026

About the role

As a Customer Success People Lead at Xero, you will empower customers to achieve their business goals while driving advocacy and product adoption. Within the Customer Experience function, you will lead, mentor, and set strategic direction for a dedicated team of specialists, influencing customer retention and long-term satisfaction.

The team operates within a collaborative, cross-functional community in the broader Customer Experience group. We work closely with global go-to-market, product, marketing, and technology partners to deliver seamless customer journeys. Our focus is helping small businesses and advisors thrive by delivering onboarding and growth programmes.

Customer Success People Lead

Xero

HybridPosted July 29, 2026

About the role

As a Customer Success People Lead at Xero, you will empower customers to achieve their business goals while driving advocacy and product adoption. Within the Customer Experience function, you will lead, mentor, and set strategic direction for a dedicated team of specialists, influencing customer retention and long-term satisfaction.

The team operates within a collaborative, cross-functional community in the broader Customer Experience group. We work closely with global go-to-market, product, marketing, and technology partners to deliver seamless customer journeys. Our focus is helping small businesses and advisors thrive by delivering onboarding and growth programmes.

Initially, you will focus on guiding and coaching a team of specialists to drive retention and growth across advisor and small business channels; implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment; and delivering diverse always-on and strategic campaigns aligned with our global go-to-market plan. You will utilise CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot alongside G-Suite tools to analyse customer health data and refine workflows.

Where and how you can work: Xero offers a flexible, hybrid working environment designed to support balance and collaboration. You can work from a mix of home and our modern UK office spaces, coming together with the team on designated boost days to connect, collaborate, and share ideas. Xero is a Great Place to Work UK accredited.

We are looking for: demonstrated experience mento

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Initially, you will focus on guiding and coaching a team of specialists to drive retention and growth across advisor and small business channels; implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment; and delivering diverse always-on and strategic campaigns aligned with our global go-to-market plan. You will utilise CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot alongside G-Suite tools to analyse customer health data and refine workflows.