Senior Manager, Customer Journey – Onboarding

Xero

Senior Manager for Customer Journey at Xero leading onboarding strategies for small businesses. Collaborating across teams to enhance customer value and growth initiatives.

Posted 5/7/2026full-timeRemote • California, New York, Washington • 🇺🇸 United StatesSenior💰 $139,400 - $194,900 per yearWebsite

About the role

Key responsibilities & impact

Play a pivotal role in accelerating Xero's growth by designing the ideal end-to-end onboarding experience.
Identify significant growth opportunities and design an integrated mix of experiments, campaigns, and in-product experiences.
Collaborate across product and go-to-market teams to define how technology and human-led motions improve the customer journey.
Focus on defining the end-to-end onboarding journey and mapping how touchpoints connect.
Integrate AI-powered solutions to personalize guidance and improve support quality at scale.

Requirements

What you’ll need

Proven ability to orchestrate complex go-to-market initiatives across product, sales, and marketing teams.
Confidence in translating complex data into compelling narratives that drive action at all levels.
A commercially minded approach to growth, turning research and diagnostics into clear experimentation plans.
Native understanding of how to use AI tools to extend capacity and personalize customer journeys.
Track record of driving revenue and adoption outcomes within high-growth B2B SaaS or fintech environments.
Enjoy building from the ground up, comfortable operating at the intersection of high-level strategy and detailed execution.

Benefits

Comp & perks

Medical, dental, vision
401(k) match
21 days PTO
10 days of Wellbeing leave
5 days of Xtra Leave
1 volunteer day
12 paid holidays
Paid parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-powered solutionsdata analysisexperimentation designcustomer journey mappingonboarding experience designB2B SaaSfintech

Soft Skills

collaborationcommunicationstrategic thinkingcommercial mindsetnarrative developmentexecutiongrowth mindset