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VP, Customer Experience

ExaSan Francisco, CaliforniaGTM Exec
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Salary
$275K - $350K USD
Job type
Full-time
Posted
13 Aug 2026
Status
Open · checked 7d ago

About this role

Exa is seeking a Vice President of Customer Experience to lead its post-sales organization and drive Net Dollar Retention in San Francisco or remotely within the United States. This executive leadership role is well-suited for a seasoned professional ready to build the customer success infrastructure from the ground up for a cutting-edge web retrieval API designed for AI.

Role Overview

Exa is hiring its inaugural leader for post-sales operations to design and execute everything that occurs following a closed deal. This position focuses on turning initial customer acquisitions into long-term, growing accounts through structured onboarding, proactive health tracking, and renewals management. Operating in a consumption-based business environment where usage dictates growth, this individual will establish the foundational frameworks, metrics, and tools needed to scale the customer success function effectively.

Key Responsibilities

Design and execute customer onboarding processes to achieve fast time-to-value with distinct milestones and seamless handoffs from the sales team.
Establish health-scoring frameworks driven by usage and engagement metrics to accurately predict expansion potential and contraction risks ahead of renewal cycles.
Manage the renewal lifecycle and forecast, collaborating closely on commercial frameworks for upsell, cross-sell, and consumption scaling.
Direct technical and customer support operations by establishing standards, software tooling, and staffing strategies to maintain fast response times and high resolution quality.
Serve as the primary accountable executive for Net Dollar Retention, providing regular performance updates to executive leadership and the board of directors.

Requirements

Requires 15 or more years of professional experience within the technology sector, featuring significant leadership tenure in post-sales, customer success, or account management.
Prior executive or Vice President level experience leading a customer success or post-sales division within a B2B software or API organization.
Demonstrated history of successfully managing and improving Net Dollar Retention, Gross Revenue Retention, or similar metrics at scale.
Hands-on background creating usage-tracking, health-scoring, and early-warning systems for customer churn and expansion.
Ability to thrive in an ambiguous, rapidly changing environment where playbooks must be created rather than inherited.
Excellent executive presence paired with cross-functional collaboration skills, reporting directly to the Chief Revenue Officer while partnering with Product, Engineering, and Sales.

Nice to Have

Background working at an artificial intelligence or machine learning company, or serving AI-native clientele.
Familiarity with usage-based or consumption-based pricing structures, such as APIs or infrastructure metered products, rather than standard seat-based software.

Skills and Tools

Customer success leadership and strategy
Net Dollar Retention management
Health-scoring and early-warning telemetry systems
Usage-based pricing and consumption revenue models
Cross-functional executive partnership

Salary and Benefits

Competitive annual base salary ranging from $275,000 to $350,000 USD, supplemented by variable compensation.
Meaningful equity participation.
Comprehensive employee benefits package tailored to experience.

About the Company

Exa creates a specialized web-scale retrieval and research API that delivers fast, cited access to the live web for large language models and artificial intelligence agents. Major AI labs, enterprises, and regulated sectors including financial services utilize Exa as the core information-discovery mechanism for their internal tools and products.

How to Apply

Interested candidates should visit the official Exa careers page to submit an application for the Vice President of Customer Experience role.

Questions candidates ask

What is the primary metric for this role?

The headline metric for this position is Net Dollar Retention, which ties together onboarding, health scoring, renewals, and support.

Where is the job located?

The position prefers candidates based in the Bay Area for in-person collaboration, but exceptional remote applicants within the United States are also considered.

What is the compensation range for this position?

The annual base salary ranges from $275,000 to $350,000 USD, plus variable salary, meaningful equity, and benefits.

How many years of experience are required?

Candidates must have 15+ years of industry experience in the technology sector, including meaningful post-sales or customer success leadership.

Who does this position report to?

The Vice President of Customer Experience reports directly to the Chief Revenue Officer.

Ready to apply?

The application is on the official Exa careers page.

Apply on company site