Small Business Onboarding Specialist

In this role, you will own the customer experience from first contact through the early stages of their journey, combining small business sales, conversion, and onboarding. You will engage directly with new subscribers during their first 90 days to ensure a smooth, confident start, guiding them through key workflows...

By running live product overviews, discovery calls, and webinars, you will help small business owners unlock the full potential of our platform. Your work directly drives platform adoption, customer retention, and growth, ensuring small businesses have the tools they need to thrive.

You will join a collaborative, customer-focused team dedicated to supercharging small businesses. The team works closely alongside marketing, customer success, and product groups to share insights, refine our onboarding journeys, and deliver seamless customer experiences. Together, everyone communicates openly to sh...

Delivering tailored product demonstrations and discovery sessions using tools like Google Meet, phone, and webinar platforms
Guiding new subscribers through essential setup milestones, including bank feeds, invoicing, bills, and reconciliations
Utilizing CRM systems such as Salesforce or HubSpot to track customer interactions, manage pipelines, and document feedback
Identifying opportunities for customers to benefit from connected ecosystem apps, facilitating warm handoffs where needed
This is a hybrid role (3 days in the office) based in our Cape Town office.

Experience in customer onboarding, sales conversion, or account management within a target-driven environment
A knack for simplifying complex concepts and communicating clearly with small business owners
Natural curiosity about small business workflows and basic accounting processes like invoicing or reconciliations
Familiarity with CRM software to manage daily activity and track customer progress
Ability to manage a varied workload independently with strong attention to detail and organisation
A collaborative mindset and enthusiasm for working cross-functionally to refine customer processes
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.