VP OF Customer Experience

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture‑backed, privately held company with offices in Scottsdale and Chicago. The Vice President, Customer Solutions & Business Impact is responsible for leading the strategy, execution, and evolution of Lessen's customer solutioning function, ensuring customers realize measurable value from our technology, services, and nationwide vendor network. This executive leader serves as the bridge between customer needs, operational excellence, product innovation, and business outcomes. The VP will oversee solution design, business consulting, value realization, and strategic customer initiatives. Working closely with Sales, Customer Success, Operations, Product, and Executive Leadership, this role will help customers transform their property operations while driving growth, retention, and long‑term partnerships. This role will be a hybrid position located in Chicago, IL or Scottsdale, AZ. What You'll Do: Lead the strategy and execution of customer solutions that drive measurable business outcomes and operational improvements. Partner with customers and internal stakeholders to align Lessen's capabilities with customer goals and long‑term success. Develop and implement frameworks to measure, communicate, and maximize customer value and ROI. Serve as a trusted advisor to executive stakeholders, helping customers optimize property operations at scale. Build, develop, and lead a high‑performing team focused on customer solutions, value realization, and business impact. Collaborate across Sales, Customer Success, Operations, Product, and Finance to deliver exceptional customer experiences and outcomes. Translate customer feedback, industry trends, and business insights into recommendations that influence product and operational strategy. Support strategic growth initiatives by demonstrating the business value of Lessen's solutions. Establish scalable processes, tools, and metrics that drive efficiency, customer satisfaction, retention, and expansion. Champion continuous improvement and innovation to enhance customer outcomes and strengthen long‑term partnerships. You Should Have: Bachelor’s Degree required 10+ years of leadership experience in customer solutions, consulting, business transformation, operations, customer success, or related fields. 5+ years leading high‑performing, customer‑facing teams. Proven track record of driving measurable business outcomes and customer value. Strong executive presence with experience influencing and presenting to senior stakeholders. Experience leading cross‑functional initiatives across revenue, operations, product, and customer organizations. Demonstrated ability to build scalable customer engagement programs and leverage data to drive strategic business decisions. Experience in PropTech, facilities management, field services, construction technology, or related industries. Background in consulting, operational transformation, customer strategy, or enterprise SaaS environments. Experience developing ROI methodologies, business cases, and executive‑level value reporting. Written Communication – Advanced Verbal Communication & Executive Presence – Advanced Strategic Analysis – Advanced Negotiation & Influencing – Advanced Process Improvement & Operational Excellence – Advanced Problem Solving & Decision Making – Advanced Cross‑Functional Leadership – Advanced Customer Relationship Management – Advanced Why Lessen: Competitive compensation Health, Dental, Vision, Life, Disability options 401K retirement savings plan Paid vacation, federal and floating holidays Maternity/Paternity Pay Career advancement opportunities All the tools you'll need to be successful Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. #J-18808-Ljbffr