Vice President, Customer Experience

LaSalle Network is hiring on behalf of a rapidly growing technology company in Chicago, seeking a Vice President, Customer Experience. This individual will build the customer experience function from the ground up, creating workflows, implementing support systems, defining SLAs, and establishing metrics that drive quality, responsiveness, and customer satisfaction.

The Vice President, Customer Experience will hire, develop, and lead a high-performing team of customer support and technical service professionals while serving as the bridge between customers and internal teams. This role will ensure issues are resolved efficiently, feedback is captured, and insights are used to improve products and processes.

The ideal candidate has experience building and scaling customer experience teams within technology companies, with expertise in enterprise support environments such as SaaS, cybersecurity, fintech, cloud infrastructure, or identity solutions. Success in this role requires strong leadership, operational discipline, technical fluency, and a commitment to delivering world-class service.

Vice President, Customer Experience Responsibilities:

• Hire, train, and manage the Customer Experience team

• Develop workforce planning, performance management, and service standards

• Define service tiers, support coverage models, SLAs, and escalation paths

• Implement ticketing systems, CRM tools, and knowledge base platforms

• Create workflows for intake, triage, prioritization, escalation, and resolution

• Develop playbooks, onboarding materials, and customer-facing resources

• Partner with Engineering and Product to escalate issues and improve feedback loops

• Work with Sales and RevOps to ensure seamless customer handoffs

• Coordinate with Security, Compliance, Finance, and Operations on customer matters

• Own KPIs including response time, resolution time, CSAT, NPS, and SLA performance

• Build dashboards and deliver regular executive reporting

• Identify trends and recommend process or product improvements

• Serve as executive escalation point for high-priority issues

• Lead incident communications when needed

• Build trust with enterprise, government, and consumer customers through consistent service delivery

Vice President, Customer Experience Qualifications:

• 12+ years in leading customer experience, support, or operations roles

• 5+ years leading and scaling support teams

• Experience in high-growth SaaS, cybersecurity, enterprise software, or infrastructure companies required

• Proven track record building support functions from zero to scale

• Experience supporting enterprise or security-focused customers

• Expertise with platforms such as Salesforce Service Cloud, Jira, Zendesk, or similar

• Experience with reporting dashboards, analytics, and workforce planning

• Strong data-driven decision-making skills

• Proven people leadership and coaching experience

• Strong escalation management and SLA ownership

• Excellent communication skills with ability to translate technical issues into clear customer updates

Compensation: $175,000-200,000 base salary, discretionary bonus eligibility
Benefits: Comprehensive benefits including health, dental, vision
Location: Downtown Chicago, On-Site

If you are qualified and interested in learning more, apply today!

Rachel Holmes
LaSalle Network
#LI-RH1