VP, Customer Experience
San Francisco, California$275k - $350kFull-timePosted 2mo ago
About the role
First VP of Post-Sales responsible for onboarding, health instrumentation, renewals, support, and Net Dollar Retention (NDR) to drive expansion and reduce churn at Exa.
Responsibilities
- Onboarding: Design and run a customer onboarding motion that gets new accounts to first value fast, with clear milestones and handoff from Sales.
- Health score & early-warning instrumentation: Build a usage- and engagement-based health scoring system that reliably flags expansion opportunities and contraction risk before renewal conversations happen — not after.
- Renewals: Own the renewal process and forecast, partnering with Sales on commercial structure for upsell, cross-sell, and consumption growth.
- Support: Oversee technical/customer support, setting the standards, tooling, and staffing model that keep response times and resolution quality high as volume grows.
- Net Dollar Retention: Be the single owner and accountable executive for NDR — reporting on it regularly to the executive team and board.
Qualifications
- 15+ years of industry experience in the technology sector, with meaningful time in post-sales, customer success, or account management leadership.
- Prior VP-level (or equivalent) experience owning a post-sales or customer success organization at a B2B software or API company.
- Demonstrated track record of owning and moving NDR, GRR, or net revenue retention at a company of relevant scale.
- Experience building health-scoring, usage-instrumentation, or early-warning systems for churn/expansion — not just running renewal calls off a spreadsheet.
- Comfort operating in a fast-moving, still-being-defined environment; building the playbook, not inheriting one.
- Strong executive presence and cross-functional fluency — partnering with Sales, Product, and Engineering, and reporting directly to the CRO.
Skills
Required:Onboarding design and executionHealth scoring and instrumentationRenewals management and forecastingCustomer support leadershipNDR ownership
Benefits
- Meaningful equity
- Competitive base + variable salary
- Benefits (general)
Last updated Sep 2, 2026. Interested? Apply on the company site.
About Exa
Web search rebuilt for LLMs
Exa is a search engine built for AIs. We enable developers to filter the internet's content with complex queries in order to bring the world's knowledge into their AI apps.
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