Small Business Onboarding Specialist

Xero; Cape Town; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Xero in Cape Town is seeking a customer onboarding specialist to guide new subscribers through the early journey, delivering live product demos and discovery sessions. You will help customers set up essential workflows and manage expectations across onboarding steps.

You will use Salesforce or HubSpot to track progress, identify opportunities for app integrations, and collaborate with marketing, customer success and product teams to refine onboarding paths.

Qualifications

• Experience in customer onboarding, sales conversion or account management in target-driven settings.
• Ability to clearly communicate complex concepts to small business owners.
• Curiosity about small business workflows and basic accounting processes such as invoicing.

Responsibilities

• Deliver tailored product demonstrations and discovery sessions using live calls and webinars.
• Guide new subscribers through essential setup milestones, incl. bank feeds, invoicing, bills, reconciliations.
• Use CRM systems to track interactions, manage pipelines and document feedback.
• Identify opportunities for customers to benefit from connected ecosystem apps and hand off accordingly.

Skills

Customer onboarding

Sales conversion

Account management

Clear communication

CRM software familiarity

Cross-functional collaboration

Tools

Salesforce

HubSpot

Job description

The role & impact

In this role, you will own the customer experience from first contact through the early stages of their journey, combining small business sales, conversion, and onboarding. You will engage directly with new subscribers during their first 90 days to ensure a smooth, confident start, guiding them through key workflows and addressing pain points to help them succeed.

The role & impact

In this role, you will own the customer experience from first contact through the early stages of their journey, combining small business sales, conversion, and onboarding. You will engage directly with new subscribers during their first 90 days to ensure a smooth, confident start, guiding them through key workflows and addressing pain points to help them succeed.

By running live product overviews, discovery calls, and webinars, you will help small business owners unlock the full potential of our platform. Your work directly drives platform adoption, customer retention, and growth, ensuring small businesses have the tools they need to thrive.

The Team & How They Connect

You will join a collaborative, customer-focused team dedicated to supercharging small businesses. The team works closely alongside marketing, customer success, and product groups to share insights, refine our onboarding journeys, and deliver seamless customer experiences. Together, everyone communicates openly to share best practices, support sales motions, and continuously improve how we serve our community.

Initially, the role will focus on

• Delivering tailored product demonstrations and discovery sessions using tools like Google Meet, phone, and webinar platforms
• Guiding new subscribers through essential setup milestones, including bank feeds, invoicing, bills, and reconciliations
• Utilizing CRM systems such as Salesforce or HubSpot to track customer interactions, manage pipelines, and document feedback
• Identifying opportunities for customers to benefit from connected ecosystem apps, facilitating warm handoffs where needed

Where And How You Can Work

This is a hybrid role (3 days in the office) based in our Cape Town office.

Here are some of the things we are looking for

• Experience in customer onboarding, sales conversion, or account management within a target-driven environment
• A knack for simplifying complex concepts and communicating clearly with small business owners
• Natural curiosity about small business workflows and basic accounting processes like invoicing or reconciliations
• Familiarity with CRM software to manage daily activity and track customer progress
• Ability to manage a varied workload independently with strong attention to detail and organisation
• A collaborative mindset and enthusiasm for working cross-functionally to refine customer processes