Customer Success People Lead

Xero; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in the SaaS sector is seeking a Customer Success People Lead to empower their Customer Success Team. This role involves leading a team, enhancing customer experiences, and achieving revenue targets. The ideal candidate will have proven leadership skills, a strong understanding of customer success principles, and the ability to coach and develop teams. Join to make a significant impact on customer satisfaction and business growth.

Benefits

Generous paid leave

Mental health support

Private medical insurance

Gym passes

Parental leave

Flexible work

Qualifications

• Proven experience in Customer Success, Sales, or CX.
• Ability to coach, motivate, and develop teams.

Responsibilities

• Lead a team of Specialists to drive customer retention and satisfaction.
• Monitor and manage performance against engagement and revenue targets.

Skills

Leadership

Communication

Organisational skills

Data-driven

Education

4+ years in Customer Success

2+ years leading teams

Tools

Salesforce

Gainsight

HubSpot

Job description

Join to apply for the Customer Success People Lead role at Xero.

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 of Xero, and our Customer Success Team plays a critical role in empowering customers to achieve their business goals while driving advocacy 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 with Sales, Product, and CX teams to enhance the overall customer experience.

Your focus will be on increasing CX’s contribution to revenue by managing daily operations across Partner Assist and Direct Sales channels, including achieving revenue targets. You will also be responsible for developing team capabilities through coaching and ensuring the team supports 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 improve sales interactions and methodologies.
4. Weekly Connects: Host team meetings, 1:1s, and contribute to leadership syncs.
5. Results Delivery: Contribute to the Customer Success leadership team to achieve strategic OKRs.
6. Performance Management: Manage underperformance through reviews, objectives, and feedback.
7. Culture Setting: Foster a high-performance, positive, and collaborative team environment.
8. Reporting & Analysis: Provide updates on team performance and customer insights to management.
9. Capability Improvement: Enhance team skills via training, coaching, and best practice development.
10. Change Management: Lead change initiatives ensuring smooth adoption.
11. Process Improvement: Continuously refine customer success workflows for efficiency.
12. Collaboration: Work with cross-functional teams to ensure seamless customer experiences.
13. Issue Resolution: Address and resolve customer issues promptly and effectively.
14. Team Building: Recruit, attract, and retain diverse talent.
15. Continuously Learn: Engage in training and stay updated on industry trends.

Success looks like

• Team members perform at their highest standards.
• Performance is recognized and managed effectively.
• High motivation, engagement, and retention.
• Continuous improvement and iteration for success.
• Achievement of engagement and revenue targets across initiatives.
• Effective management of people and customer issues.
• Positive contributions to CSAT, NPS, and customer health.
• Insights that improve revenue, productivity, and processes.
• Strong cross-functional relationships and a positive 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 sales.
• Industry Knowledge: SaaS experience preferred; strong customer success or sales principles required.
• Product Knowledge: Familiarity with Xero’s products is a plus.
• Organisational skills: Excellent time management and attention to detail.
• Communication skills: Clear, effective verbal and written communication.
• Data-driven: Ability to interpret and utilize customer data for decisions.
• Revenue generation: 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 a plus.
• Experience in SaaS and use of G-suite are preferable.
• Understanding of sales motions is advantageous.
• People and customer-centric mindset.
• Ability to meet revenue and engagement outcomes.
• Alignment with Xero’s vision and values.
• Adaptive, collaborative leadership style, capable of building trust and credibility.
• Growth mindset and openness to change, with the ability to lead others through change.

Why Xero?

We offer generous paid leave, mental health support, private medical insurance, gym passes, employee resource groups, parental leave, share plans, flexible work, and more — reflecting our commitment to valuing our people. Join us to do the best work of your life.

We encourage candidates from underrepresented groups to apply, even if they don’t meet every requirement, as they could be the perfect fit. Please inform us of any support needs during your application and interview process.