VP of Customers

Boardable•Fishers, IN

1d•Remote

About The Position

Boardable is looking for a VP of Customers to build the customer organization for our next stage of growth. Reporting directly to the CEO, this leader will own the post-sale customer journey, including Customer Success, Support, Services, renewals, expansion, and strategic account development. The mandate is straightforward: help customers realize increasing value from Boardable while building a customer organization that drives stronger retention, expansion, and long-term customer growth. Boardable's customer model is also evolving. As we develop larger and more strategic customer relationships, this leader will design the segmentation, coverage, services, and account-management approaches needed to deliver the right experience across a diverse customer base. That includes recognizing that customer potential is not defined by current contract value alone and developing deeper relationships where Boardable has the opportunity to create substantially more value. This is a hands-on leadership role for a builder. We want someone who will get close to customers, the team, and the data; understand why customers succeed, expand, struggle, or leave; and turn those insights into better execution across Boardable.

Requirements

Proven B2B SaaS customer leader who has built and evolved customer organizations—not simply managed an established one.
A track record of improving retention, expansion, adoption, and customer outcomes in a B2B SaaS business.
Experience leading Customer Success and related post-sale functions through growth, transformation, or increased organizational maturity.
Experience helping a SaaS company evolve toward larger and more strategic customer relationships while continuing to serve a broad and diverse customer base effectively.
Demonstrated success designing customer segmentation, coverage models, onboarding, customer health, renewal, and expansion processes.
Strong commercial instincts and experience turning existing customer relationships into larger, more valuable partnerships.
Strong command of SaaS customer economics, including net revenue retention, gross revenue retention, churn, expansion, adoption, and cost to serve.
A history of hiring, coaching, developing, and holding high-performing customer teams accountable.
A hands-on leadership style—you are comfortable discussing strategy with executives and then digging into a specific customer relationship, renewal, implementation, support experience, or expansion opportunity.
Strong analytical curiosity and the ability to move beyond dashboards to understand why customers behave the way they do.
Strong cross-functional leadership and the ability to turn customer insight into action across Product, Sales, Marketing, and the broader company.
Practical AI fluency and curiosity about how AI can improve both customer outcomes and the way customer organizations operate.

Nice To Haves

Experience serving nonprofit, public sector, education, healthcare, associations, or other mission-driven organizations is a plus.

Responsibilities

Lead Boardable's Customer Success, Support, and Services functions and establish clear accountability across the customer journey.
Own retention, renewals, expansion, customer health, and the overall performance of the existing customer base.
Build and continuously improve the customer lifecycle from sales handoff and onboarding through adoption, renewal, expansion, and advocacy.
Develop customer segmentation and coverage strategies based on customer needs, potential, complexity, economics, and strategic opportunity.
Build the account-management and strategic-account capabilities required to deepen Boardable's most promising customer relationships.
Improve onboarding, implementation, training, and services delivery to accelerate customer value and long-term adoption.
Create disciplined approaches to identifying customer risk early and addressing it before renewal.
Partner closely with Sales to improve customer fit, expectations, handoffs, and opportunities to expand relationships across organizations.
Partner with Product, Marketing, and executive leadership to turn customer behavior and insight into better product, packaging, communication, and company decisions.
Use AI and automation thoughtfully to improve customer intelligence, personalization, team productivity, and the scalability of the customer experience.
Recruit, coach, develop, and retain a strong customer leadership team as the organization grows.