Vice President of Customer Experience, Exa

• 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
• A 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; you'll be building the playbook, not inheriting one
• Strong executive presence and cross-functional fluency — you'll partner closely with Sales, Product, and Engineering, and report directly to the CRO

Desirable

• We're hiring our first VP of Post-Sales to build and own everything that happens after a deal closes. You'll be responsible for turning new logos into durable, expanding accounts — designing how we onboard customers, instrumenting the signals that predict expansion or churn before they happen, running renewals, and overseeing support
• You will own Net Dollar Retention (NDR) as your headline metric and build the team and systems required to move it in the right direction as we scale
• This is a build role, not a maintain role: you'll be establishing the post-sales function's structure, tooling, and metrics from a relatively early stage, in a business with consumption-based revenue dynamics where usage — not just seat count — drives expansion
• 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 — the metric that ties all of the above together — reporting on it regularly to the executive team and board