Xero
Customer Success People Lead
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · UK: Milton Keynes (100 Avebury)
Employer listed it 8 weeks ago · Added yesterday
Been open since 8 weeks ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Hybrid · UK: Milton Keynes (100 Avebury)
Timezone
GMT
Contract
Full-time
Experience
Lead
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $165k–$230k a year, a typical range taken from 58 lead-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around UK: Milton Keynes (100 Avebury), UK: Manchester (Landmark, St Peter's Square, 1 Oxford St), Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "UK: Milton Keynes (100 Avebury), UK: Manchester (Landmark, St Peter's Square, 1 Oxford St), Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
The role / impact
As a Customer Success People Lead, you will play a pivotal role in empowering our customers to achieve their business goals while driving advocacy and product adoption for Xero. Sitting within our Customer Experience function, you will use your collaborative leadership style to guide, mentor, and provide strategic direction to a dedicated team of specialists.
Your focus will be on increasing our contribution to overall revenue by guiding day-to-day outputs across key initiatives, elevating team capabilities through continuous coaching, and ensuring the team is equipped to deliver on a variety of strategic campaigns. By fostering a supportive and high-performing environment, you will directly influence customer retention and long-term satisfaction.
The team & how they connect
You will join a collaborative and cross-functional community within the broader Customer Experience team. We work closely with global go-to-market, product, marketing, and technology partners to deliver seamless customer journeys. Together, we focus on supporting small businesses and advisors to thrive by executing impactful onboarding and growth programmes.
Initially, the role will focus on:
Guiding and coaching a team of specialists to drive customer retention and growth across advisor and small business channels.
Implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment.
Delivering on diverse always-on and strategic campaigns aligned with our global go-to-market plan.
Utilizing CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot alongside G-Suite tools to analyze customer health data and refine workflows.
Where and how you can work
At Xero, we offer a flexible, hybrid working environment designed to support balance and collaboration. You can work from a mix of home and our modern UK office spaces, coming together with the team on designated boost days to connect, collaborate, and share ideas
Xero is a Great Place to Work UK accredited.
Here are some of the things we are looking for
Demonstrated experience mentoring, coaching, or leading teams within customer success, sales, or customer experience environments.
A background in SaaS or digital platforms, paired with a solid understanding of customer success principles or sales motions.
You bring an analytical approach to using customer data and metrics to guide decision-making and drive positive outcomes.
Exceptional communication and stakeholder management skills, with the ability to build trust and influence across all business levels.
Familiarity with CRM or Customer Success tools such as Salesforce, Gainsight, or HubSpot.
An adaptive leadership style and growth mindset that helps you embrace change and support your team through evolving priorities.
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.
Join a Great Place to Work-Certified™ company where your voice matters.
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Xero, mentioning your remote working experience and working hours (GMT).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $165k–$230k · You'll be taken to the employer's careers page.