Small Business Onboarding Specialist
The posting
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
Taken from Xero's own posting, last seen live on 31 Oct 2026.
The application
Your details and CV, then 11 questions (2 written).
- 1.If you selected "Other", please specify belowShort answer · optional
- 2.Do you require any adjustments to be made to the recruitment process?Written answer · optional
- 3.Have you previously been employed by Xero?Yes or no
- 4.Flexible WorkingPick one: In one of our beautiful offices · Hybrid - a combination of office and remote · Fully remote
- 5.Working RightsPick one
- 6.If you require any visa assistance (either now or in the future), please let us know details below.Written answer · optional
- 7.What approach do you take when starting a piece of work?Pick one
- 8.Which statement best describes how you use AI in your work?Pick one
- 9.Which statement best describes how you judge AI's output?Pick one
- 10.Which statement best describes your approach to AI accountability?Pick one
- 11.Declaration & Background CheckingYes or no
From Xero's apply page, checked 30 Oct 2026.
About Xero
Sells cloud accounting software to small businesses, much of it through the accountants and bookkeepers who serve them.
Pay schedule: Base salary, performance incentives and equity, which Xero groups as its Total Package.
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