Director of Customer Experience Job at ReferPro, Lehi, UT

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  • ReferPro
  • Lehi, UT

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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