The role involves creating and strategizing high-impact lifecycle marketing content for customer engagement at Xero, focusing on optimizing performance and driving customer value.
Our Purpose
At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.
Become a core part of Xero's high-velocity lifecycle marketing engine. In this critical role, you won't just write—you'll act as a strategic partner embedded directly within the customer engagement team, driving how we guide millions of customers.
You will craft compelling content that shepherds customers through every stage of their journey, from onboarding to expansion. More importantly, you'll be a key strategist, identifying opportunities to optimize performance and increase customer lifetime value—making this the perfect opportunity to truly make your mark on the business.
Here, AI is a tool to augment and test, but you will be here to think, strategize, and create. You'll leverage technology to accelerate execution while owning the creative and strategic vision.
Reporting to the Head of Performance Creative, you’ll be at the center of 20+ monthly experiments designed to boost conversion and reduce churn. Your words and strategic insights will have a direct, measurable impact on the business, influencing how small business owners experience and engage with the Xero platform.
What you'll do (Writing: 60%)
- Create high-volume, high-impact content across email, SMS, and in-product communications (Intercom)
- Transform complex product updates and business concepts into clear, compelling messages that drive action
- Write and optimize subject lines, body copy, and CTAs across the entire customer lifecycle
- Adapt messaging for global and regional audiences while maintaining brand consistency
What you'll do (Strategy: 40%)
- Partner with channel owners to analyze performance data and identify optimization opportunities
- Design and plan experimentation roadmaps to test messaging, tone, and creative approaches
- Develop content strategies that align with customer journey stages and business objectives
- Bridge creative and lifecycle teams to ensure seamless execution of campaigns
Success looks like
- Performance impact: Your content consistently drives improvements in open rates, click-to-open rates, and conversion lift across lifecycle touchpoints
- Experimentation velocity: You maintain quality while supporting 20+ experiments monthly in a fast-paced environment
- Brand alignment: All content reflects Xero's tone of voice and value pillars while driving measurable business outcomes
- Cross-functional partnership: You effectively collaborate between creative and customer engagement teams, translating data insights into compelling content
- Customer understanding: Your writing demonstrates deep knowledge of small business needs and pain points
Essential experience
- 10+ years in high-volume content creation at a tech company, ideally B2B SaaS or fintech
- Proven track record writing lifecycle marketing content (email, SMS, in-product messaging)
- Strategic mindset with experience using performance data to inform content decisions
- Exceptional writing skills across multiple formats and audiences, with mastery of plain English principles
- Collaboration skills to work effectively across multiple teams and stakeholders
Nice to have
- Experience with financial services, accounting, or small business software
- Familiarity with customer engagement platforms (Intercom, Braze, etc.)
- UX writing experience
Key competencies
- Speed and quality: Ability to produce excellent work quickly without sacrificing standards
- Complex simplification: Talent for making technical or business concepts accessible and engaging
- Data-driven approach: Comfort working with performance metrics to guide creative decisions
- Adaptability: Thrive in a fast-paced, experiment-heavy environment
- Business acumen: Understanding of customer lifecycle stages and marketing funnels
Why Xero?
Diversity of people brings diversity of thought, and we like that. Our human-first culture of respect, fairness, and inclusion is what helps Xeros thrive and work and beyond. Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, employee resource groups, wellbeing programming and allowances, medical, dental, vision, and disability insurance, fertility and family forming financial support, 401k contribution matching, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with snacks and break areas, flexible working, career development and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.
Top Skills
Braze
Intercom
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