VP, Customer Experience

Exa
San Francisco
Workplace: OnsiteFull timeUSD 275,000 - 350,000 annuallyFunction: Customer Success & Account ManagementExperience: 15+ yearsSkills: ["Cross-functional fluency","Executive presence"]

Build and own Exa’s first post-sales function, turning new logos into durable, expanding accounts. Design onboarding to get customers to first value fast, create usage- and engagement-based health scoring to predict churn and expansion, and lead renewals while partnering on upsell and consumption growth. Oversee technical/customer support standards, tooling, and staffing, and serve as the executive owner of Net Dollar Retention (NDR).

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Exa
Exa
1 day ago

VP, Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Build and own Exa’s first post-sales function, turning new logos into durable, expanding accounts. Design onboarding to get customers to first value fast, create usage- and engagement-based health scoring to predict churn and expansion, and lead renewals while partnering on upsell and consumption growth. Oversee technical/customer support standards, tooling, and staffing, and serve as the executive owner of Net Dollar Retention (NDR).
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Design and run a customer onboarding motion with milestones and handoff from Sales.
  • •Build a usage- and engagement-based health scoring system to flag expansion opportunities and contraction risk early.
  • •Own the renewal process and forecast, partnering with Sales on commercial structure for upsell, cross-sell, and consumption growth.
  • •Oversee technical/customer support standards, tooling, and staffing model to maintain response and resolution quality as volume grows.
  • •Be the single executive owner accountable for Net Dollar Retention (NDR), reporting regularly to the executive team and board.

Pay and Benefits

Salary: USD 275,000 - 350,000 annually
Equity and Bonus:Equity

Key Requirements

  • •15+ years of technology industry experience, including meaningful time in post-sales, customer success, or customer/account management leadership.
  • •VP-level (or equivalent) experience owning a post-sales or customer success organization at a B2B software or API company.
  • •Proven track record owning and improving NDR, GRR, or net revenue retention.
  • •Experience building health-scoring and usage-instrumentation systems to flag churn/expansion early.
  • •Comfort operating in a fast-moving environment where the playbook is still being defined.
Experience:15+ yearsB2B SaaSAPITechnology sector
Skills:Cross-functional fluencyExecutive presence

Company Brief

Exa
Builds an embeddings-based neural search engine and web search API for AI applications, offering crawling, retrieval, and deep research tools to serve developers and AI agents with up-to-date web knowledge.
Industry: API Platforms
Company Size: Small (11 to 50 employees)
Growth: Scaleup
Valuation: USD 500M to 1B
Funding: Series B
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn