Small Business Onboarding Specialist

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

We offer flexibility in how and where you work, combining remote options with collaborative time in our modern office spaces. You will have access to designated boost days designed for team connection, planning, and learning, while maintaining the autonomy to manage your daily workflow effectively.

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

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.