Customer Onboarding Manager

Why are we hiring for this role? We are investing even more in the customer experience and driving results for each customer that we work with. We are hiring an Onboarding Manager to own the customer journey from a closed deal to first value. Every customer is buying results. A strong onboarding sets the foundation for retention and expansion, and we want a dedicated owner for that first stretch of the customer journey. As we scale, onboarding needs to run consistently and with high quality every time, from account configuration to first value to a clean handoff to Customer Success. What will this person be responsible for?

METRICS

Onboarding outcomes Time to launch (contract signed to referral program live) Time to first value Onboarding-stage retention Customer satisfaction at onboarding milestones

RESPONSIBILITIES

Lead the Onboarding Experience Guide new customers from signed contract to a fully live, active referral program to first value. Run onboarding, training, and coaching calls, drive momentum, and compress time-to-launch and time-to-first-value. Configure Accounts with Precision Set up rewards programs, campaign messaging, employee badges, and direct and Zapier integrations. Work with customer data. Ensure each account is configured correctly. Train Customers to Operate Like a Pro Teach customers how to run their referral program with confidence and adopt best practices so they can operate independently once onboarding wraps. Manage Change and Drive Adoption Help customers adopt new workflows and build the habits that lead to consistent referral activity and ultimately increased revenue for their businesses. Ensure a Clean Handoff to Customer Success Confirm each customer meets the onboarding success criteria, then transition the relationship to their CSM with full context. What does an incredible candidate look like?

MINDSET

Be Agile. Able to adapt to customer needs, overcome objections, and process changes. Excellence. Holds a high bar for themselves which is demonstrated in each customer they work with. 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 prioritize the customer experience over hitting personal metrics. 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 with each customer. Excited about growing rapidly with the company.

SKILLSET

Project Management. Can juggle multiple projects at once, managing and flagging risks, managing timeline, documenting decisions and customer conversations, and keeping each one on track to early outcomes. Training. Able to teach non-technical customers to use the software and operate it confidently on their own. Detail-Oriented. Holds a high bar for accuracy and quality in every account they configure. Clear Communicator. High emotional intelligence and active listening. Can lead a training call and have a direct conversation when it's needed. Technical Aptitude. Learn complex software, workflows, and integrations quickly. Comfortable operating in CRMs and other data tools. Tooling (preferred). Experience with HubSpot, Zapier, and similar tools. Marketing Fluency (preferred). SMS and email marketing experience. Industry Knowledge (preferred). Home services background. Who will this person report to? Manager, Customer Onboarding 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