Small Business Onboarding Specialist

The role / impact

You will be the primary guide for subscribers during their crucial first 90 days, ensuring they experience a smooth onboarding journey and achieve maximum satisfaction with our product. By conducting live product demonstrations and actively listening to customer pain points, you will provide tailored solutions and recommendations that help small businesses become more efficient.

Your influence extends beyond initial setup; you will act as a consultant to identify opportunities for upselling or cross-selling relevant apps that align with specific business goals. Through documenting interactions and collaborating with internal teams, you will play a vital role in refining our product and positioning our software as the premier choice for customers.

The team / how they connect

We are part of the global Customer Success Management organisation, represented in North America by a close-knit group of fourteen individuals. Although we operate within a global framework, our local team in Denver connects frequently through monthly social gatherings and regular engagement to celebrate performance and share best practices.

The team is currently working on

• Onboarding five to eight small business owners on a daily basis to maximise retention and ensure the product becomes an integral part of their workflow.

• Utilising Salesforce and Google Meet to manage interactions, track opportunities, and deliver engaging live demonstrations.

• Operating in a high-test environment over the next six months to help re-imagine the onboarding experience and determine how we best engage with our customers.

• Collaborating with product, customer experience, and marketing teams to provide feedback that enhances our understanding of customer pros and cons.

Where and how you can work

This role is based in Denver, Colorado. As a team that values connection and collaboration, we are all local to the area and enjoy the benefits of working together to support our customers and one another.

Here are some of the things we are looking for

• You bring a background in sales or customer onboarding, ideally with experience working in a targeted or quota-driven environment.

• Confidence in running live product demonstrations via video conferencing tools is essential to your success in this position.

• You possess a consultative mindset, balancing the ability to identify upsell opportunities with a genuinely helpful and advisory approach.

• Working proficiency with CRM systems, such as Salesforce or HubSpot, allows you to effectively log interactions and manage your workload.

• You have exceptional communication skills, capable of explaining complex concepts simply to users with varying levels of technical expertise.

• A passion for active listening and customer empathy helps you uncover true needs and make our customers feel heard and supported.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.