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Exa is building a search engine for AI—a web-scale retrieval and research API that provides LLMs and AI agents fast, cited access to the live web. The company serves frontier AI labs, enterprises, and regulated industries like financial services.
You will be Exa's first VP of Post-Sales, reporting to the CRO and owning everything that happens after a deal closes. Your mission is to transform new logos into durable, expanding accounts by designing customer onboarding, instrumenting predictive signals for expansion and churn, managing renewals, and overseeing support. You own Net Dollar Retention (NDR) as your headline metric and will build the team and systems to move it as the company scales.
Key responsibilities include:
- Onboarding: Design and execute a customer onboarding motion that gets new accounts to first value quickly, with clear milestones and handoffs from Sales.
- Health Scoring & Early-Warning Systems: Build a usage- and engagement-based health scoring system that reliably flags expansion opportunities and contraction risk before renewal conversations.
- Renewals: Own the renewal process and forecast, partnering with Sales on commercial structures for upsell, cross-sell, and consumption growth.
- Support: Oversee technical and customer support, setting standards, tooling, and staffing models to maintain high response times and resolution quality as volume grows.
- Net Dollar Retention: Be the single owner and accountable executive for NDR, reporting regularly to the executive team and board.
This is a build role, not a maintain role. You'll establish 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.
Required qualifications: 15+ years in technology with meaningful post-sales, customer success, or account management leadership experience. Prior VP-level experience owning a post-sales or customer success organization at a B2B software or API company. Demonstrated track record owning and moving NDR, GRR, or net revenue retention at relevant scale. Experience building health-scoring, usage-instrumentation, or early-warning systems for churn and expansion. Comfort operating in a fast-moving, still-being-defined environment. Strong executive presence and cross-functional fluency with Sales, Product, and Engineering.
Nice-to-have: Experience at an AI/ML company or with AI-native customers. Experience with consumption- or usage-based pricing models (API, infrastructure, or metered products).
