Job Description

Director of Customer Experience

Location: Lehi, UT (100% in office)

Employment Type: Full-Time

About ReferPro

ReferPro 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 Role

We're 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 You'll Do

Own customer retention and satisfaction metrics (churn rate, NRR, CSAT,)
Build, lead, and coach our onboarding and customer success teams
Develop scalable playbooks and processes for onboarding, adoption, and ongoing account management
Work with Product to champion customer feedback and influence roadmap priorities
Analyze churn and expansion data to identify trends and drive strategic improvements
Standardize success plans, health scores, and renewal processes
Create reporting frameworks and dashboards to track progress against KPIs
Contribute to leadership team discussions and help shape company strategy
Many other tasks

What We're Looking For

Startup mentality (Startups like ReferPro aren't for everyone, there's more opportunity and also more responsibility)
Track record of success in other customer experience roles
The ability to work well with customers as well as internally with other teams
Ability to work 100% in our Lehi office - Please don't apply if you need a hybrid or remote schedule
Experience managing and scaling teams (especially in early-stage or high-growth environments)
Clear track record of improving retention and customer satisfaction
Excellent communicator who builds trust with customers and teammates
Comfortable balancing strategic thinking and hands-on execution
Familiarity with CRMs (HubSpot, Salesforce), success platforms, and support tools
Bonus: experience in vertical SaaS or working with home service companies

Job Tags

Full time, Work from home,

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Director of Customer Experience Job at ReferPro, Lehi, UT

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