Director of Customer Experience

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.

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.

• 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

• 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