Small Business Onboarding Specialist

Xero; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

Xero in New Zealand is seeking a Small Business Onboarding Specialist to own the customer journey from first contact through the first 90 days. You will run consultative conversations, deliver product demonstrations, and guide small business owners through setup and adoption to ensure confident use of Xero.

You’ll focus on inbound leads, manage your pipeline, and collaborate with marketing, customer success and product to refine onboarding.

Qualifications

• Excellent communication and ability to translate complex concepts for small business owners.
• Sales or onboarding experience with a track record of meeting targets.
• Comfortable using CRM data to inform approach and decisions.

Responsibilities

• Own the complete onboarding journey from first contact through 90 days.
• Conduct discovery, product demos and guided onboarding sessions.
• Manage personal pipeline from inbound leads to subscription activation.
• Coordinate handoffs to ecosystem partners and customer success.

Skills

Discovery & onboarding

Consultative selling

Pipeline management

CRM proficiency

Tools

Salesforce

HubSpot

Job description

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.