Head of SME Growth in London

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.

We are currently looking for a Head of SME Growth to join our growing team. You will own the end‐to‐end growth engine for the SME segment—from inbound demand and conversion to activation, retention, and expansion. You will lead our Inbound Sales and Customer Success functions as one integrated lifecycle, partnering cross‐functionally (Digital/Marketing, Product, Finance, Compliance) to deliver sustainable, scalable growth.

Scope & Key Outcomes

• Acquire: Turn qualified inbound demand into high-quality opportunities and new SME customers.
• Activate: Drive time‐to‐first value and onboarding completion for new SME accounts.
• Retain & Expand: Lift NRR via cross‐sell/upsell motions, health‐score management, and risk‐based outreach.
• Delight: Improve CSAT/NPS while reducing avoidable churn.
• Scale: Build a high‐performing, data‐driven team with clear playbooks and enablement.

OUR PRINCIPLES

• AMBITION: We dream big, try things out and always ask "why not?" and "what if?" We're ambitious in our thinking and our delivery.
• RESPONSIBILITY: We get involved, bring our perspective, and are always open to new ideas. We take personal responsibility.
• COMMUNITY: We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community.

Roles & Responsibilities

• Strategy & Planning: Set the SME growth strategy, quarterly OKRs, and integrated plan across Inbound Sales and Customer Success. Define segment ICPs, buyer journeys, and commercial plays.
• Inbound Sales: Own inbound qualification, routing, SLAs, and conversion optimization. Partner with Digital to tune campaign‐to‐pipeline performance. Establish consistent discovery, pricing guidance, and clean hand‐offs to Customer Success.
• Customer Success: Build activation and onboarding playbooks; reduce time‐to‐first‐value. Implement health scoring, success plans, renewal risk management, and expansion motions. Create scalable self‐serve and tech‐touch programs for SME tiers.
• Growth/Activation & Experimentation: Run ongoing test‐and‐learn programs (A/B tests on offers, onboarding steps, comms cadences). Partner with Product and Marketing on lifecycle campaigns.
• Data, Insights & Tooling: Own funnel analytics and CS motions. Use Salesforce dashboards for visibility and coaching. Maintain accurate forecasting and capacity planning. Own analytics and communication tooling stack (Salesforce, Amplitude for behavioural insights, for lifecycle messaging).
• People Leadership & Enablement: Recruit, develop, and performance‐manage managers and ICs. Stand up enablement tracks and foster a customer‐centric culture.
• Governance & Risk: Ensure compliant conduct across sales and CS processes. Align with Finance and Compliance on pricing and regulated flows.

Success Metrics (KPIs)

• Revenue growth (SME) and Net Revenue Retention (NRR)
• Inbound conversion rate and speed‐to‐lead
• Activation rate and time‐to‐first‐value
• Adoption, CSAT/NPS, and churn/retention
• Expansion (upsell/cross‐sell), LTV/CAC payback
• SLA adherence, pipeline hygiene, forecast accuracy

Position Requirements

• 8+ years in B2B growth roles (SME/SMB focus), with leadership across Inbound Sales and Customer Success.
• Proven track record of building scalable lifecycle playbooks and delivering measurable growth.
• Strong data fluency; hands‐on experience with Salesforce and CS tooling.
• Background in fintech/payments/FX or adjacent regulated industries is an advantage.

Perks & Benefits

• Competitive Salary & Discretionary Bonus
• 25 days annual leave increasing with each year of service (capped at 30 days)
• Paid day off for your Birthday
• 5% employer pension contribution
• Discounted Euronet Employee Share Purchase Plan (ESPP)
• Life Cover, Income Protection Scheme & Critical Illness cover
• Healthcare
• Plumm Mental Health and Wellbeing
• Volunteering day for a charity of your choice

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects. At Xe we are committed to making our recruitment practices barrier‐free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long‐term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us at recruitment@xe.com.

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.