Senior Customer Journey Manager, Xero
Onboarding
$139.4-194.9k
Salary dependent on location
Accounting software for small businesses
Be an early applicant
Accounting software for small businesses
1001+ employees
Be an early applicant
$139.4-194.9k
Salary dependent on location
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- You bring a commercially minded approach to growth, with a knack for turning research and diagnostics into clear experimentation plans
- You possess a native understanding of how to use AI tools to extend capacity and personalise customer journeys
- You have a proven ability to orchestrate complex go-to-market initiatives across product, sales, and marketing teams
- You are a confident communicator who can translate complex data into compelling narratives that drive action at all levels
- You have a track record of driving revenue and adoption outcomes within high-growth B2B SaaS or fintech environments
- You enjoy building from the ground up and are comfortable operating at the intersection of high-level strategy and detailed execution
What the job involves
- As the Senior Manager, Customer Journey for Onboarding, you’ll play a pivotal role in accelerating Xero's growth by designing the ideal end-to-end onboarding experience that gets small businesses to value faster
- You will design the ideal end-to-end onboarding experience that helps our customers find value faster, turning deep customer insights into strategies that drive measurable commercial impact
- You will identify significant growth opportunities and design an integrated mix of experiments, campaigns, and in-product experiences
- By collaborating across product and go-to-market teams, you will define how technology and human-led motions come together to improve the customer journey from the ground up
- You will join a newly formed team within Customer Growth and Experience, specifically built to deliver on our small business growth ambitions. This group works closely with Product, Sales, and Marketing to ensure a seamless transition for customers as they begin their journey with Xero
- Defining the end-to-end onboarding journey and mapping how digital and human-led touchpoints connect
- Identifying and diagnosing friction points across customer segments using behavioural data and funnel analytics
- Partnering with Customer Success to scale human-supported onboarding pathways and enablement
- Integrating AI-powered solutions to personalise guidance and improve support quality at scale
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups, and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023 launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company HQ
Te Aro, Wellington, Wellington
Leadership
Prior to Xero, she founded Boardlist and Joyus. She also served as the CEO of Polyvore and as a President of Asia Pacific and Latin America Operations at Google.
Share this job
View 19 more jobs at Xero