Lifecycle Writer & Strategist

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.

Important

Please attach your portfolio of work when submitting application. Sending an application without a portfolio will unfortunately impact or delay outcome of your application.

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

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