Customer Success People Lead Manager

2 days ago

Auckland, Auckland, New Zealand Xero Full time

Company Overview

Xero is a cloud-based accounting software company that helps small businesses manage their finances. Our mission is to make life better for small business owners by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps.

Job Description

The Customer Success People Lead plays a critical role in empowering our customers to achieve their business goals while driving advocacy for Xero through delivering beautiful experiences. This leadership position involves guiding a team of Specialists, providing them with guidance, mentoring, and strategic direction to drive customer retention, satisfaction, and growth.

Key Responsibilities

  • Provide outstanding leadership and motivation to the team, balancing empowerment and autonomy while ensuring accountability.
  • Host weekly team meetings, scrums, and 1:1's with direct reports and contribute positively to leadership syncs.
  • Participate as a member of the Customer Success leadership team to deliver on our strategy, objectives, key results, and strategic initiatives (OKRs).
  • Proactively manage underperformance in a meaningful way, conducting regular performance reviews, setting clear objectives, and providing constructive feedback.
  • Provide real-time feedback on calls, presentations, and interactions, ensuring modern selling methodologies and best practices are implemented to drive revenue-based outcomes.
  • Lead a high-performance culture in your team, celebrating success, fostering a positive and collaborative team environment that encourages knowledge sharing and best practice adoption.
  • Provide regular updates to management on team performance, customer health, and sentiment, whilst analyzing customer data to identify trends and insights that can inform business decisions.
  • Uplift the capability of your team through effective ongoing training and coaching, while developing and implementing customer success best practices and tools.
  • Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to ensure a seamless customer experience and collaborate closely with CX supporting roles to ensure the team is equipped to deliver on the operating plan.
  • Aid in the management of customer issues and complaints, ensuring they are addressed and resolved in a timely and effective manner and to a high satisfaction level.

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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