SB Customer Journey Manager - Onboarding

Xero

4d•Hybrid

About The Position

As the Senior Small Business Journey Manager for Onboarding, you will play a pivotal role in accelerating growth across Xero’s small business base. You will design the ideal end-to-end onboarding experience that helps our customers find value faster, turning deep customer insights into strategies that drive measurable commercial impact. You will identify significant growth opportunities and design an integrated mix of experiments, campaigns, and in-product experiences. By collaborating across product and go-to-market teams, you will define how technology and human-led motions come together to improve the customer journey from the ground up. You will join a newly formed team within Customer Growth and Experience, specifically built to deliver on our small business growth ambitions. This group works closely with Product, Sales, and Marketing to ensure a seamless transition for customers as they begin their journey with Xero.

Requirements

You bring a commercially minded approach to growth, with a knack for turning research and diagnostics into clear experimentation plans.
You possess a native understanding of how to use AI tools to extend capacity and personalise customer journeys.
You have a proven ability to orchestrate complex go-to-market initiatives across product, sales, and marketing teams.
You are a confident communicator who can translate complex data into compelling narratives that drive action at all levels.
You have a track record of driving revenue and adoption outcomes within high-growth B2B SaaS or fintech environments.
You enjoy building from the ground up and are comfortable operating at the intersection of high-level strategy and detailed execution.

Responsibilities

Defining the end-to-end onboarding journey and mapping how digital and human-led touchpoints connect.
Identifying and diagnosing friction points across customer segments using behavioural data and funnel analytics.
Partnering with Customer Success to scale human-supported onboarding pathways and enablement.
Integrating AI-powered solutions to personalise guidance and improve support quality at scale.