Director, Customer Experience

Role overview

ReferPro is looking for a senior customer experience leader to strengthen how the company supports customers from onboarding through ongoing success. The business is making a larger investment in customer experience because customer outcomes are central to its growth, and the role is designed to guide the full journey end to end.

The team already includes two managers, and this position will provide the leadership needed to support them while also taking on work that keeps the managers focused on execution. That includes building playbooks, designing processes, analyzing data in depth, and solving strategic problems across the customer lifecycle.

Why this hire is needed

• Customer experience is a growing priority, with a strong focus on delivering measurable results for every customer.
• The organization needs a leader who can improve outcomes through hiring, process design, systems, and technology choices.
• The role will help the current managers concentrate on performance-driving work such as accountability, escalations, account reviews, call reviews, coaching, and team development.

Success metrics

The position is accountable for business outcomes, customer health, and team performance across multiple leading and lagging indicators.

Business outcome metrics: gross revenue retention, net revenue retention, logo churn rate, upsell/expansion revenue, onboarding-stage churn, accounts achieving ROI and/or ROAS targets, and average customer satisfaction at key milestones such as onboarding and time-to-value.

Customer health metrics: total referral or lead revenue generated through ReferPro, total customer referrals, average referrals per customer, total employee-generated referrals, time between campaigns, and the share of accounts with critical features enabled.

Team performance metrics: time to launch, time to first value, time to value, time to first touch after onboarding, the percentage of accounts with a published Success Score, median Success Score across the book of business, contact coverage within 90 days for SMB accounts, number of referrals/references/reviews/case studies sourced, completed team call reviews, average team call score, completed monthly coaching scorecards, and completed team trainings.

Core responsibilities

The leader in this role will own revenue retention and expansion across the customer base, shaping strategies that reduce churn, increase upsell opportunities, and clearly prove ROI for customers.

They will also take charge of the onboarding journey from contract signing through campaign launch, with a focus on lowering onboarding churn, shortening the time to launch and time to first value, and making sure each customer meets onboarding success criteria before moving into Customer Success.

This person will directly lead the Onboarding and Customer Success teams, including hiring, coaching, and development. They will be responsible for call reviews, coaching scorecards, and training rhythms that lift team performance consistently.

The role also requires improving product adoption and customer engagement so customers are actively running referral campaigns, turning on critical features, and generating referrals on an ongoing basis.

They will build and maintain a Success Score framework across the portfolio, keep every account mapped with clear health status and cadence, and put action plans in place to grow customer success from the product. Risk must be handled quickly, whether it appears through predictive signals or customer escalations.

Another key part of the job is creating customer advocacy through references, case studies, reviews, and referrals that help the company's go-to-market motion.

Finally, the CX function must be operationalized through scalable playbooks, repeatable processes, the right tools, and a strong internal operating rhythm that covers business reviews, onboarding milestones, and escalation handling.

Mindset and working style

• Moves quickly when customer feedback, data, or market conditions indicate a change is needed.
• Sets a very high standard for self and team performance.
• Focuses on outcomes rather than activity and takes ownership of results.
• Prioritizes customer value and understands the difference between wants and true success on the platform.
• Communicates directly and handles difficult conversations clearly and calmly.
• Sees opportunity in building something new and is comfortable shaping the playbook as the role evolves.

Experience and skill expectations

• Has led customer success or customer experience teams in a B2B SaaS environment, preferably serving SMB customers.
• Has directly owned retention or churn outcomes such as NRR, GRR, or logo churn.
• Has designed or meaningfully improved onboarding programs with measurable improvements in time-to-value.
• Brings strong coaching and performance management ability, including structured call review and scorecard processes.
• Uses AI tools actively to improve productivity and can identify useful CS applications such as call summaries, health scoring, customer communications, and onboarding content.
• Can work confidently with data, including health scores, cohort analysis, and retention reporting, and can make decisions even when the data is imperfect.
• Knows how to run customer business reviews at scale and use them to drive results.
• Has experience turning satisfied customers into references, reviews, and case studies.

Team structure

The role will manage a team of 10 employees and growing. Direct reports include a Manager, Customer Onboarding, whose team has 2 Onboarding Managers, and a Manager, Customer Success, whose team has 6 CSMs.

Reporting line

This position reports to the Chief Operating Officer.

Location and employment type

This is a full-time onsite role based in Lehi, Utah.

Additional information

The source posting includes a link to a fuller public view of the role, but no external application link is included here.