SB Customer Journey Manager - Onboarding at Xero · Location…

The role / impact 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. The team / how they connect 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. The team is currently working on / Initially, you will focus on - 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. Where and how you can work Xero is a hybrid workplace. We offer a mix of office-based collaboration and remote flexibility, with specific boost days designed to bring teams together in our beautiful office spaces to connect and innovate. Here are some of the things we are looking for - 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. Compensation & Total Rewards At Xero, we value the impact and skills you bring to the team. We don’t just hire for a role; we invest in people. We believe in a Total Package philosophy - which means your value isn't just a single number on a paycheck. While base salary is a core component, we look at your compensation through a holistic lens that includes equity, performance incentives, and world-class benefits. The expected base salary range for this role in: - California, New York and Washington: $155,900 - $194,900 - All other States: $139,400 -$174,200 Individual pay is determined by various factors, including geography, level of experience, and the specific skills you bring to the role. In addition to base pay, Xero’s roles are eligible for the following forms of variable compensation: - Variable Pay: Permanent employees are eligible to participate in our annual bonus and equity (RSU) programs. You may also be eligible for performance-based cash or equity (RSUs) incentives depending on your role level, and company performance. - Comprehensive Benefits: Medical, dental, vision, 401(k) match, and 21 days PTO, 10 days of Wellbeing leave, 5 days of Xtra Leave, 1 volunteer day, 12 paid holidays, paid parental leave. Further information included on our Xero Perks https://careers.xero.com/inside-xero/benefits-wellbeing/ page. Xero uses AI to help screen applications based on job-related qualifications. These tools assist our recruiters but do not make automated hiring decisions. A human recruiter reviews all candidates before any hiring action is taken. 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.