Senior Customer Retention Specialist

6 days ago


Auckland, Auckland, New Zealand Xero Full time
Xero's Values

Xero values innovation, collaboration, and customer-centricity. We believe in empowering our employees to achieve their best work and making a positive impact on the community. As a Customer Success (CS) People Lead, you will be part of a talented team that shares these values and is passionate about delivering exceptional customer experiences.

Job Description

This is an exciting opportunity to join our Cross-Functional Leadership team as a Cross-Functional Leader. You will lead a group of Specialists, guiding them on how to provide exceptional customer service and drive business growth through strategic partnerships. Your primary focus will be on developing and implementing customer success strategies that meet the evolving needs of our customers.

Your key responsibilities will include:

  • Team Management: Lead a team of Specialists, providing guidance, mentoring, and strategic direction to drive customer retention, satisfaction, and growth.
  • Process Improvement: Continuously evaluate and refine customer success processes and workflows to optimize efficiency and effectiveness.
  • Stakeholder Engagement: Collaborate closely with cross-functional teams to ensure a seamless customer experience and identify areas for process improvement.

To succeed in this role, you'll need:

  • Leadership Skills: Proven ability to lead high-performing teams and drive business growth.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to build rapport with stakeholders at all levels.
  • Industry Knowledge: Strong understanding of customer success principles and methodologies, preferably in a SaaS environment.


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