# VP, Customer Experience

**Company:** [Exa](https://hotfix.jobs/companies/exa)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $275k – $350k/yr
**Experience:** 15+ years
**Skills:** Customer Success, Account Management, net dollar retention, gross revenue retention, health scoring, usage instrumentation, Customer Onboarding, renewal management, technical support, usage-based pricing, api products, Cross-Functional Leadership
**Posted:** 2026-08-13

> Leads the post-sales organization, building onboarding, health-scoring, renewals, support, and expansion systems for a usage-based B2B API business. The role requires 15+ years of technology experience, VP-level customer success leadership, and demonstrated ownership of retention metrics.

## Job Description

## 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.

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