At a Glance
- Tasks: Lead and mentor a team to enhance customer success and drive product adoption.
- Company: Join Xero, a Great Place to Work UK accredited company.
- Benefits: Flexible hybrid work environment, competitive salary, and career growth opportunities.
- Other info: Collaborative culture with a focus on supporting small businesses.
- Why this job: Make a real impact by empowering customers and driving their business success.
- Qualifications: Experience in mentoring teams and understanding customer success principles.
The predicted salary is between 60000 - 75000 £ per year.
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 Hub Spot 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 Saa S 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 Hub Spot.
- An adaptive leadership style and growth mindset that helps you embrace change and support your team through evolving priorities.
Join a Great Place to Work-Certified™ company where your voice matters.
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Customer Success People Lead - SBO in Milton Keynes employer: Xero
At Xero, we pride ourselves on being an exceptional employer that champions employee wellbeing and growth. Our remote Product Specialist role offers a unique opportunity to work at the forefront of AI innovation in accounting, all while enjoying generous benefits such as flexible working arrangements, extensive paid leave, and a supportive work culture that values diversity and inclusion. Join us to make a meaningful impact on small businesses and contribute to a stronger economy, all from the comfort of your own home.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success People Lead - SBO in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xero. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Xero before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success People Lead - SBO in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Xero:Your cover letter is your chance to shine! Tell us why you want to work at Xero specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Xero!
How to prepare for a job interview at Xero
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
