Customer Success People Lead

Xero; Milton Keynes; On-site; GBP 90,000 - 120,000; Full time

Job summary

Xero is seeking a Customer Success People Lead to empower our customers to achieve business goals and drive advocacy. You will mentor a dedicated team, guide strategic campaigns, and elevate product adoption while impacting revenue through improved customer journeys.

You will work in a hybrid setup from both home and UK offices, collaborating with cross-functional partners to deliver onboarding and growth programs for small businesses and advisors.

Qualifications

• Demonstrated experience mentoring, coaching, or leading teams within customer success, sales, or customer experience environments.
• A background in SaaS or digital platforms, paired with a solid understanding of customer success principles or sales motions.
• You bring an analytical approach to using customer data and metrics to guide decision‑making and drive positive outcomes.
• Exceptional communication and stakeholder management skills, with the ability to build trust and influence across all business levels.
• Familiarity with CRM or Customer Success tools such as Salesforce, Gainsight, or HubSpot.
• An adaptive leadership style and growth mindset that helps you embrace change and support your team through evolving priorities.

Responsibilities

• Guiding and coaching a team of specialists to drive customer retention and growth across advisor and small business channels.
• Implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment.
• Delivering on diverse always-on and strategic campaigns aligned with our global go-to-market plan.
• Utilizing CRM and customer success platforms to analyze customer health data and refine workflows.

Skills

Team leadership

Customer success

SaaS experience

Data-driven decisions

Communication

Tools

Salesforce

Gainsight

HubSpot

G‑Suite

Job description

As a Customer Success People Lead, you will play a pivotal role in empowering our customers to achieve their business goals while driving advocacy and product adoption for Xero. Sitting within our Customer Experience function, you will use your collaborative leadership style to guide, mentor, and provide strategic direction to a dedicated team of specialists. Your focus will be on increasing our contribution to overall revenue by guiding day-to-day outputs across key initiatives, elevating team capabilities through continuous coaching, and ensuring the team is equipped to deliver on a variety of strategic campaigns. By fostering a supportive and high-performing environment, you will directly influence customer retention and long-term satisfaction.

The team & how they connect

You will join a collaborative and cross-functional community within the broader Customer Experience team. We work closely with global go-to-market, product, marketing, and technology partners to deliver seamless customer journeys. Together, we focus on supporting small businesses and advisors to thrive by executing impactful onboarding and growth programmes.

Initially, the role will focus on:

• Guiding and coaching a team of specialists to drive customer retention and growth across advisor and small business channels.
• Implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment.
• Delivering on diverse always-on and strategic campaigns aligned with our global go-to-market plan.
• Utilizing CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot alongside G‑Suite tools to analyze customer health data and refine workflows.

Where and how you can work

At Xero, we offer 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.

Here are some of the things we are looking for

• Demonstrated experience mentoring, coaching, or leading teams within customer success, sales, or customer experience environments.
• A background in SaaS or digital platforms, paired with a solid understanding of customer success principles or sales motions.
• You bring an analytical approach to using customer data and metrics to guide decision‑making and drive positive outcomes.
• Exceptional communication and stakeholder management skills, with the ability to build trust and influence across all business levels.
• Familiarity with CRM or Customer Success tools such as Salesforce, Gainsight, or HubSpot.
• An adaptive leadership style and growth mindset that helps you embrace change and support your team through evolving priorities.

At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team. Join a Great Place to Work Certified company where your voice matters.