Lead and mentor a Customer Success team to drive customer retention, product utilisation, and revenue. Oversee daily outputs, coach for capability uplift, deliver strategic onboarding and sales campaigns, collaborate with cross-functional GTM teams, and embed customer success best practices to improve satisfaction and long-term advocacy.

Guide new Xero Payroll customers through defined onboarding milestones and core configurations. Proactively reach out, track progress in Salesforce, identify setup blockers, escalate complex payroll scenarios to experts, and collaborate with payroll specialists to improve onboarding content while building payroll workflow knowledge.