The role / impact
At Xero, we are here to supercharge small businesses by making them more efficient every day and connecting them with big business technology. As a Small Business Onboarding Specialist, you will own the customer experience from first contact through the early stages of their journey. You will engage with prospective and new subscribers, converting qualified leads into paying customers and ensuring a smooth onboarding experience within their first 90 days.
In this goal-motivated role, you will run discovery calls and live product demonstrations, address customer pain points, guide them through the buying process, and identify upsell or cross-sell opportunities across our ecosystem of apps. Your ultimate goal will be completing customer milestones, optimising and growing our customers' use of the platform, and increasing retention. Your time will be beautifully balanced, with 30% dedicated to customer acquisition and 70% focused on delivering a high-quality onboarding experience.
The team / how they connect
You will join a collaborative and data-driven team that works closely with marketing, customer success, and product teams to share customer feedback and refine our onboarding motions. We operate as a coordinated unit, building trust through transparency and exchanging ideas in a way that is specific, direct, and kind. Together, we focus on driving clarity and delivering value to ensure our customers love their early experiences with Xero.
The team is currently working on / Initially, you will focus on
Responding quickly to inbound interest from small businesses, including web leads, trials, and referrals, to engage them in consultative conversations.
Managing a personal pipeline and progressing qualified opportunities from discovery through to subscription via Google Meet or phone demonstrations.
Running 1:1 or small-group onboarding sessions via webinar covering key workflows such as bank feeds, invoicing, bills, payments, and reporting.
Meeting individual and team targets for conversion rates, revenue, and activity levels while using CRM systems like Salesforce or HubSpot.
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 will bring excellent written and verbal communication skills, with a natural ability to simplify complex concepts for small business owners.
Your background includes prior experience in an onboarding, SaaS sales, or customer-generating environment where you have managed a pipeline.
Having a basic understanding of small business accounting processes like invoicing, bills, and reconciliations will help you hit the ground running.
You possess a target-driven mindset and feel comfortable working in a high-activity, data-rich environment using modern CRM tools.
An ability to work independently, prioritise effectively, and manage a varied workload while collaborating across cross-functional teams is highly valued.
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.
Xero Hawthorn West, Victoria, AUS Office
Xero Melbourne (HQ) Office
Xero’s head office in Australia is in the buzzing suburb of Hawthorn, a stone’s throw from the CBD. Here, a diverse mix of Xeros work in both global and regional teams.
