Director of Customer Experience

Director of Customer ExperienceLocation: Lehi, UT (100% in office)Employment Type: Full-TimeAbout ReferProReferPro is a fast-growing SaaS company helping home service businesses automate their referral programs. We are looking for A players to join us in building!About the RoleWere hiring a Director of Customer Experience to lead the full post-sale customer journey "” from onboarding and implementation to retention, support, and expansion. This is a key leadership position reporting directly to the CEO and working cross-functionally with sales, product, and engineering.You'll lead and scale our CX team (currently onboarding and success), drive measurable improvements in retention and customer satisfaction, and help us build a customer journey that delights at every step.What Youll DoOwn customer retention and satisfaction metrics (churn rate, NRR, CSAT,)Build, lead, and coach our onboarding and customer success teamsDevelop scalable playbooks and processes for onboarding, adoption, and ongoing account managementWork with Product to champion customer feedback and influence roadmap prioritiesAnalyze churn and expansion data to identify trends and drive strategic improvementsStandardize success plans, health scores, and renewal processesCreate reporting frameworks and dashboards to track progress against KPIsContribute to leadership team discussions and help shape company strategyMany other tasksWhat Were Looking ForStartup mentality (Startups like ReferPro arent for everyone, theres more opportunity and also more responsibility)Track record of success in other customer experience rolesThe ability to work well with customers as well as internally with other teamsAbility to work 100% in our Lehi office - Please dont apply if you need a hybrid or remote scheduleExperience managing and scaling teams (especially in early-stage or high-growth environments)Clear track record of improving retention and customer satisfactionExcellent communicator who builds trust with customers and teammatesComfortable balancing strategic thinking and hands-on executionFamiliarity with CRMs (HubSpot, Salesforce), success platforms, and support toolsBonus: experience in vertical SaaS or working with home service companies

Created: 2025-04-26