VP, Customer Experience

Responsibilities

• Build and own the post-sales function, including its structure, tooling, and metrics.
• Design and run customer onboarding motions that accelerate time to first value, with clear milestones and Sales handoff.
• Build usage- and engagement-based health scoring to identify expansion opportunities and contraction risk early.
• Own renewal processes and forecasting, partnering with Sales on upsell, cross-sell, and consumption growth.
• Oversee technical and customer support, including standards, tooling, staffing, response times, and resolution quality.
• Own Net Dollar Retention (NDR) and report performance to the executive team and board.
• Build the team and systems needed to improve retention and expansion in a consumption-based revenue environment.

Requirements

• 15+ years of industry experience in the technology sector, including significant post-sales, customer success, or account management leadership.
• Prior VP-level or equivalent experience leading a post-sales or customer success organization at a B2B software or API company.
• Demonstrated success owning and improving NDR, GRR, or net revenue retention.
• Experience building health-scoring, usage-instrumentation, or early-warning systems for churn and expansion.
• Ability to operate in a fast-moving, evolving environment and build a new playbook.
• Strong executive presence and cross-functional communication skills.
• Experience partnering with Sales, Product, and Engineering.

Nice-to-haves

• Experience at an AI/ML company or with AI-native customers.
• Experience with consumption- or usage-based pricing models, such as API, infrastructure, or other metered products.

Compensation and Benefits

• Competitive base salary.
• Meaningful equity.
• Benefits commensurate with experience.