Head of Customer Success Team

5 days ago

Auckland, Auckland, New Zealand Xero Full time

About Us

Xero is a global leader in cloud-based accounting software, helping millions of small businesses around the world manage their finances. We're passionate about making a difference in the lives of small business owners, and we're looking for talented individuals to join our team.

Job Summary

We're seeking an experienced Customer Success People Lead to join our team. As a key member of our Customer Success organization, you will be responsible for leading a team of Specialists who work closely with our customers to understand their needs and provide tailored solutions to help them achieve their business goals.

Responsibilities

  • Lead a team of Specialists in delivering exceptional customer experiences and driving customer retention, satisfaction, and growth.
  • Develop and implement strategies to improve customer engagement and satisfaction, including identifying opportunities for process improvements and implementing changes as needed.
  • Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to ensure a seamless customer experience and align with overall business objectives.
  • Analyze customer data to identify trends and insights that can inform business decisions and drive strategic initiatives.
  • Provide coaching and development opportunities to team members to enhance their skills and knowledge and support their career growth.
  • Contribute to the development of customer success best practices and tools, and ensure their effective implementation across the organization.
  • Maintain a deep understanding of customer needs and preferences, and use this insight to inform business decisions and drive strategic initiatives.
  • Develop and maintain relationships with key stakeholders, including customers, partners, and internal teams.

Requirements

  • 4+ years of experience within Customer Success, Sales, or CX, with 2+ years leading or mentoring a team.
  • Strong ability to coach, motivate, and develop team members, preferably in a Sales environment.
  • Experience in SaaS is preferred, but a strong understanding of customer success or Sales principles and methodologies is required.
  • Superior time management and organizational skills, with exceptional attention to detail.
  • Excellent verbal and written communication skills, with the ability to clearly and effectively communicate plans, insights, and instructions to the team while building rapport and influencing stakeholders.
  • Analytical and inspired by data, with the ability to interpret and utilize customer data to drive decision-making.
  • Experience with sales/revenue-generation efforts, campaigns, and metrics, and/or a strong desire to participate in efforts.
  • Regularly meeting and exceeding team and functional OKRs and metrics, with an ability to demonstrate a best-practice behavior set that led to positive individual or team outcomes.

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