Manager, Customer Onboarding

Why are we hiring for this role? As we continue to grow and invest in our processes, our current Manager of Onboarding is moving into another role. We’re on a high trajectory growth path, and excellence in our customer onboarding process is paramount. We want a dedicated leader accountable for enabling first value for our new customers in an efficient fashion with the highest quality. Time to launch and time to first value must be predictable and early churn must be rare. The manager of customer onboarding will own the team, the pipeline, and the standard, ensuring no account reaches Customer Success without being genuinely ready to succeed. What will this person be responsible for?

METRICS

Onboarding outcomes: Time to first value Time to launch Customer retention in onboarding Onboarding roll-forward Delivery and team levers: Launch quality and handoff readiness Kickoff SLA, technical setup, and training completion Project milestone attainment and go-live forecast accuracy Team call scores and coaching scorecard completion Capacity utilization across the onboarding team

RESPONSIBILITIES

Support and Implement Onboarding Strategy Collaborate with the VP of Customer Experience to ensure customers have a fantastic experience in onboarding and begin to adopt the product and see initial value. Ensure Accurate Account Launches Make sure each account exiting onboarding is configured accurately and meets a high standard. Own kickoff SLA, technical setup, and training completion, and certify launch readiness. Own Project Health and Speed to Launch Every active onboarding carries a mutual action plan with milestones, owners, and dates; a documented next step; and a live go-live date. Run weekly project reviews with each Onboarding Manager and forecast go-live dates the business can plan against. Develop the Onboarding Team Enable each Onboarding Manager to successfully onboard customers as well as grow in skill and in their career. Review calls against the kickoff and training standard, deliver a coaching scorecard for each Onboarding Manager every month, and run team training. Own Risk and Escalation Before Launch First owner of every pre-launch escalation. Flag at‑risk accounts inside SLA, elevate on time with an action plan, and resolve internal blockers before they cost a launch. Deliver a Clean Handoff to Customer Success No account is marked complete without meeting launch readiness. Every transfer carries outcomes, risks, adoption status, and next steps, and hits the Success Score bar. Hold the Standard and Close the Loop Hold the non‑negotiables without exception: CRM hygiene, kickoff quality, documented success criteria and feed recurring friction back to the VP as product and process input. What does an incredible candidate look like?

MINDSET

BE A PRO.

Be Agile. Adapts to change and quickly implements new onboarding initiatives effectively. Excellence. Holds a high bar for themselves and the onboarding team. Constantly asking what “great” looks like and closing the gap to get there. Accountability. Owns outcomes, not activities. Says what they’re going to do and does it. Prioritize the Customer. Obsessed with customer value and satisfaction. Able to identify customer needs and works to ensure each customer has an excellent experience. Radical Clarity. Direct communicator who can have hard conversations with a customer, manager, or team member. Clear on the goals and outcomes they hope to achieve each day, week, month, and quarter. Opportunity Mindset. Sees the massive potential of ReferPro and brings that vision and passion to drive momentum through the onboarding experience. Excited about growing rapidly with the company and helping others do the same.

SKILLSET

Leadership. Able to align with other CX leaders and guide the onboarding team to attain company and individual goals. Coaching. Can identify growth opportunities for team members and offer coaching that enables them to level up. Clear Communicator. High emotional intelligence and active listening. Can understand company and team needs and communicate those effectively. Project Management. Can juggle multiple projects and initiatives at once, prioritize the work, manage and flag risks, and keep each one on track. Tooling (preferred). Experience with HubSpot, Zapier, Asana, and similar tools. Industry Knowledge (preferred). Home services background. Who will this person report to? VP of Customer Experience Is this role in the office, remote or hybrid? This is a full‑time role in Lehi, Utah with the expectation to be in office 5 days a week. Especially given our stage, we believe in strong, efficient and frequent collaboration and being in office every day has worked. Compensation, benefits & logistics Company-paid Claude subscription and offer to complete AI course Clear and transparent career paths and lattice to know available options for your next play, what’s required to be promoted, etc. Monthly and quarterly recognition awards and lunches Work anniversary gifts (Year 1 - Nike/OnCloud shoes; Year 2 - passes to spa, Lagoon, Jazz/Mammoth games, etc.) Competitive base salary + bonus, increasing with experience #J-18808-Ljbffr ReferPro