Small Business Onboarding Specialist
At a glance
Mid-level Customer Success role at Xero. Cape Town · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Run product demonstrations, discovery conversations, and webinars for new small-business subscribers
- Help customers complete bank feeds, invoicing, bills, and reconciliation setup during their first ninety days
- Use Salesforce or HubSpot to log interactions, move opportunities through pipelines, and capture feedback
- Spot relevant connected apps and arrange warm introductions when customers could benefit
- Work with marketing, customer success, and product teams to improve onboarding journeys and customer processes
What you bring
- Experience in onboarding, sales conversion, or account management within a target-focused setting
- Clear communication skills and the ability to make complicated concepts understandable for small-business owners
- Working familiarity with CRM software for recording activity and monitoring customer progress
- Understanding of small-business workflows and basic accounting tasks such as invoicing or reconciliations
- Strong self-management, organisation, attention to detail, and willingness to collaborate across teams
Who this fits
This role suits someone who can combine customer guidance with sales conversion and stay engaged through the first ninety days. You will work independently across a varied workload while partnering with marketing, customer success, and product teams. The position is hybrid from the Cape Town office, with three days onsite.
From the employer
The role & impact
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 and addressing pain points to help them succeed.
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.
The team & how they connect
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 share best practices, support sales motions, and continuously improve how we serve our community.
Initially, the role will focus on
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
Where and how you can work
This is a hybrid role (3 days in the office) based in our Cape Town office.
Here are some of the things we are looking for
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.
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