---
title: 'Customer Success People Lead at Xero'
canonical: 'https://feeny.ai/job/customer-success-people-lead-xero-milton-keynes-er4w0f2709gb'
type: 'job'
last_seen: '2026-09-12'
---

# Customer Success People Lead at Xero

- **Company:** [Xero](https://feeny.ai/companies/xero)
- **Location:** Milton Keynes, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-29
- **Last confirmed live:** 2026-09-12
- **Apply:** https://jobs.ashbyhq.com/xero/11118977-4acb-4c5c-a7a8-f0ecff3fae33

## Job description

## The role / impact

As a Customer Success People Lead, you will play a pivotal role in empowering our customers to achieve their business goals while driving advocacy and product adoption for Xero. Sitting within our Customer Experience function, you will use your collaborative leadership style to guide, mentor, and provide strategic direction to a dedicated team of specialists. Your focus will be on increasing our contribution to overall revenue by guiding day-to-day outputs across key initiatives, elevating team capabilities through continuous coaching, and ensuring the team is equipped to deliver on a variety of strategic campaigns. By fostering a supportive and high-performing environment, you will directly influence customer retention and long-term satisfaction. The team & how they connect You will join a collaborative and cross-functional community within the broader Customer Experience team. We work closely with global go-to-market, product, marketing, and technology partners to deliver seamless customer journeys. Together, we focus on supporting small businesses and advisors to thrive by executing impactful onboarding and growth programmes. Initially, the role will focus on:

- Guiding and coaching a team of specialists to drive customer retention and growth across advisor and small business channels.
- Implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment.
- Delivering on diverse always-on and strategic campaigns aligned with our global go-to-market plan.
- Utilizing CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot alongside G-Suite tools to analyze customer health data and refine workflows.

Where and how you can work At Xero, we offer a flexible, hybrid working environment designed to support balance and collaboration. You can work from a mix of home and our modern UK office spaces, coming together with the team on designated boost days to connect, collaborate, and share ideas Xero is a Great Place to Work UK accredited. Here are some of the things we are looking for

- Demonstrated experience mentoring, coaching, or leading teams within customer success, sales, or customer experience environments.
- A background in SaaS or digital platforms, paired with a solid understanding of customer success principles or sales motions.
- You bring an analytical approach to using customer data and metrics to guide decision-making and drive positive outcomes.
- Exceptional communication and stakeholder management skills, with the ability to build trust and influence across all business levels.
- Familiarity with CRM or Customer Success tools such as Salesforce, Gainsight, or HubSpot.
- An adaptive leadership style and growth mindset that helps you embrace change and support your team through evolving priorities.

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. Join a Great Place to Work-Certified™ company where your voice matters.

## About Xero

## Company Overview
- **One-liner**: Xero provides cloud-based accounting and financial management software for small businesses, serving over 4.9 million customers worldwide.
- **Entity Type**: Public (ASX: XRO, S&P/ASX 200 component)
- **Headquarters**: Wellington, New Zealand
- **Founded**: July 6, 2006
- **Founders**: Rod Drury, Hamish Edwards

## Core Business
- **Primary industry**: Cloud accounting software (SaaS)
- **Target customers**: Small businesses, accountants, and bookkeepers (B2B)
- **Mission**: To make life better for small businesses globally by automating routine tasks and delivering actionable insights.

## Products & Services
- **Xero Accounting Software**: Cloud-based platform for invoicing, bank reconciliation, expense tracking, payroll, and financial reporting. Sold by subscription (Starter, Standard, Premium tiers).
- **JAX – AI Finance Partner**: An AI-powered assistant integrated into Xero that automates routine tasks and provides insights to help businesses grow.
- **Xero Ecosystem**: Over 1,000 third-party app integrations via the Xero App Store, covering payments, inventory, CRM, and more.
- **Xero for Nonprofits**: Discounted subscriptions (25% off) for eligible nonprofit and community organisations.
- **Xero for Purpose**: Social impact initiatives including financial literacy programmes (Unlock Your Numbers), sustainability tools (Sumday carbon app), and the Xero Beautiful Business Fund (NZ$750,000+ in funding annually).

## Market Standing
- **Valuation/Market Cap**: Not disclosed in provided sources (publicly traded with market cap available on ASX; latest data not included in search results).
- **Key Metric**: Annual Revenue NZ$2.103 billion (FY2025); Net income NZ$227.8 million (FY2025).
- **Notable Investors/Partners**: Board Chair David Thodey; CEO Sukhinder Singh Cassidy. In June 2025, Xero announced an agreement to acquire Melio, a New York-based payments provider, for $2.5 billion.
- **Growth Signals**: Achieved Rule of 40 outcomes of 41.0% (May 2024) and 43.9% (Nov 2024). Customer base grew to 4.9 million. Headcount of 4,610 employees (2025). Expanding globally with offices in New Zealand, Australia, UK, US, Canada, South Africa, and Singapore.

## Competitive Advantages
- **Market leader** in cloud accounting across New Zealand, Australia, and the UK.
- **AI-first approach** with JAX, embedded directly into the core product to reduce manual work.
- **Extensive integration ecosystem** (1,000+ apps) creating high switching costs for customers.
- **Strong brand trust** built over 19 years with a focus on small business success.

## Strategic Focus
- **AI and automation**: Deepening AI capabilities (JAX) to deliver predictive insights and automate finance workflows.
- **Payments expansion**: Acquisition of Melio to strengthen payments capabilities for small businesses.
- **Sustainability**: Reducing carbon emissions (72% reduction in scope 1 & 2), offering free carbon accounting tools, and supporting small business sustainability.
- **Social impact**: Scaling programmes like the Beautiful Business Fund and financial literacy initiatives.

## Why Work Here
- **Culture**: Values-driven, human-centric organisation with a focus on making a tangible impact on small businesses globally.
- **Flexibility**: Emphasises a flexible environment and time for what matters most (remote/hybrid policy not explicitly stated but implied).
- **Perks & benefits**:
  - One paid day off per year for volunteering (Community Connect programme).
  - Free access to Sumday carbon accounting app for employees.
  - Financial literacy resources and mentorship programmes.
- **Engineering & innovation**: Dedicated Engineering and Data & AI teams (open roles visible on careers page). Global collaboration across 7+ countries.
- **Diversity & inclusion**: Indigenous inclusion initiatives (te ao Māori in NZ, Reconciliation Action Plan in Australia), support for Indigenous communities.
- **Sustainability focus**: Employees can contribute to environmental goals through company-wide initiatives.

## Sources
1. [Wikipedia – Xero](https://en.wikipedia.org/wiki/Xero)
2. [Xero About Page](https://www.xero.com/au/about/)
3. [Xero Careers – Inside Xero](https://careers.xero.com/inside-xero/)
4. [Xero Careers – Teams](https://careers.xero.com/)
5. [Xero Homepage](https://www.xero.com/)

## Other roles at Xero

- [Small Business Onboarding Specialist](https://feeny.ai/job/small-business-onboarding-specialist-xero-cape-town-ckyegg0g1wfz) — Cape Town, South Africa
- [Sales Development Specialist](https://feeny.ai/job/sales-development-specialist-xero-melbourne-shak0pynckqn) — Melbourne, Australia
- [Customer Growth Specialist](https://feeny.ai/job/customer-growth-specialist-xero-melbourne-nttx72xfyyvx) — Melbourne, Australia
- [Account Executive](https://feeny.ai/job/account-executive-xero-auckland-24xhvx12wnte) — Auckland, New Zealand
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-brisbane-gj9tkq583dnm) — Brisbane, Australia
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-sydney-wjxe3syb7874) — Sydney, Australia
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-melbourne-38tzvghsmasf) — Melbourne, Australia
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-auckland-94sjyamt3khc) — Auckland, New Zealand
- [Senior Engineer - Database](https://feeny.ai/job/senior-engineer-database-xero-auckland-9rfj2zffbkcs) — Auckland, New Zealand
- [Senior Product Manager - Payments & APIs](https://feeny.ai/job/senior-product-manager-payments-apis-xero-vancouver-8ars13emnqra) — Vancouver, Canada