Customer Success People Lead

TN United Kingdom; London; On-site; GBP 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success People Lead to empower a dedicated team. This pivotal role involves driving customer satisfaction and retention through effective leadership and strategic direction. You will collaborate across departments to enhance the overall customer experience and contribute to revenue growth. Join a company that values mental health, offers generous benefits, and fosters a diverse and inclusive environment. If you are passionate about customer success and leadership, this opportunity is perfect for you to make a significant impact.

Benefits

Generous paid leave

Mental health support

Private medical insurance

Gym passes

Flexible working

Parental leave

Employee resource groups

Share plans

Qualifications

• 4+ years in Customer Success or Sales, with 2+ years in leadership.
• Ability to coach and motivate teams effectively.

Responsibilities

• Lead and mentor a team to drive customer retention and satisfaction.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

Customer Success

Sales Leadership

Coaching and Mentoring

Data Analysis

Communication Skills

SaaS Knowledge

Education

Bachelor's Degree

Tools

Salesforce

Gainsight

HubSpot

G-suite

Job description

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Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps. When that happens, we’re not only making life better for small businesses, but also building a stronger economy that can change the world.

How you’ll make an impact

The customer is the heart and soul of Xero. Our Customer Success Team plays a critical role in empowering customers to achieve their business goals and driving advocacy for Xero through delivering excellent experiences.

As a Customer Success (CS) People Lead within the Customer Experience (CX) function, you will lead a team of Specialists across multiple programs, providing guidance, mentoring, and strategic direction to drive customer retention, satisfaction, and growth. You will collaborate cross-functionally with Sales, Product, and CX teams to enhance the overall customer experience.

You will focus on increasing CX’s contribution to the company's revenue, managing day-to-day outputs across Partner Assist and Direct Sales channels, including achieving revenue targets. You will also be responsible for developing your team’s capabilities through coaching and training, ensuring alignment with Xero’s GTM strategy through various campaigns and initiatives.

What you’ll do

1. Leadership: Provide outstanding leadership and motivation, balancing empowerment and accountability.
2. Target Attainment: Monitor and manage performance against engagement and revenue targets.
3. Sales Coaching: Offer real-time feedback to promote modern selling methodologies.
4. Weekly Connects: Host team meetings, scrums, and 1:1s, and contribute to leadership syncs.
5. Results Delivery: Contribute to the Customer Success leadership team to meet strategic objectives.
6. Performance Management: Manage underperformance through reviews, objectives, and feedback.
7. Culture Setting: Foster a high-performance, collaborative team culture.
8. Reporting & Analysis: Provide updates on team performance and customer insights to management.
9. Capability Improvement: Enhance team skills via training and best practices.
10. Change Management: Lead change adoption effectively.
11. Process Improvement: Continuously refine customer success workflows.
12. Collaboration: Work with cross-functional teams to ensure seamless customer experiences.
13. Issue Resolution: Ensure timely management of customer issues.
14. Team Building: Attract, recruit, and retain diverse talent.
15. Continuously Learn: Engage in ongoing training and industry trend awareness.

Success looks like

• Team members perform at their highest standards.
• Performance issues are addressed promptly.
• High motivation, engagement, and retention.
• Continuous improvement and iteration.
• Achievement of engagement and revenue targets.
• Effective management of customer issues and positive CSAT, NPS scores.
• Increased customer health and sentiment.
• Insightful feedback leading to revenue and process improvements.
• Strong cross-functional stakeholder relationships.
• Positive, collaborative work environment.

What you’ll bring with you

• Proven experience: 4+ years in Customer Success, Sales, or CX, with 2+ years leading teams.
• Leadership skills: Ability to coach, motivate, and develop teams, preferably in a sales environment.
• Industry Knowledge: SaaS experience preferred; strong understanding of customer success principles required.
• Product Knowledge: Familiarity with Xero’s products is a plus.
• Organisational skills: Excellent time management and attention to detail.
• Communication skills: Clear verbal and written communication, stakeholder influence.
• Data-driven: Ability to interpret and use customer data effectively.
• Revenue knowledge: Experience with sales campaigns and metrics.
• Performance and Behaviours: Track record of exceeding OKRs and demonstrating positive behaviors.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot) is preferred.
• Familiarity with SaaS environment and tools like G-suite is advantageous.
• Understanding of sales motions and a customer-driven mindset.
• Ability to meet revenue and engagement outcomes.
• Alignment with Xero’s values and a collaborative leadership style.

Why Xero?

We offer generous paid leave, mental health support, private medical insurance, gym passes, employee resource groups, parental leave, share plans, flexible working, and more—reflecting our commitment to our people. We encourage applicants from diverse backgrounds and support accessibility needs throughout the hiring process.