VP of Customers (Fishers)
Boardable helps accountability-driven organizations make board work clear, organized, and provable. We serve nonprofits, public education, healthcare, associations, government-adjacent organizations, and other teams where strong governance, clear decisions, and board trust matter. Boardable brings preparation, meetings, approvals, decisions, documents, assignments, and follow-through into one system so organizations can govern with greater clarity and accountability. About the Opportunity 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. What Success Looks Like In the first year, the VP of Customers will: Improve net revenue retention through stronger customer value realization, adoption, retention, and expansion. Build a customer operating system that provides clear visibility into customer health, risk, renewals, growth opportunities, and expected outcomes. Improve onboarding and services delivery so customers reach value quickly and begin their relationship with Boardable successfully. Develop the right segmentation and coverage model for Boardable's evolving customer base, balancing scalable engagement with deeper relationships where appropriate. Build a repeatable approach to account growth and expansion based on customer needs, usage, organizational relationships, and opportunities to create additional value. Build and develop a high-performing Customer Success, Support, and Services organization that can support Boardable's next stage of growth. What You'll Own 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. What We're Looking For We are looking for a proven B2B SaaS customer leader who has built and evolved customer organizations—not simply managed an established one. The strongest candidates will bring: 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. Experience serving nonprofit, public sector, education, healthcare, associations, or other mission-driven organizations is a plus. Benefits Boardable offers unlimited PTO, 11 recognized holidays, health/dental/vision coverage, 401(k) with employer match, paid parental leave, technology and home-office support, lifestyle benefits, charitable-donation matching, an annual team offsite, sabbatical leave after three years, and dedicated time to serve on a board. Working at Boardable Boardable is a collaborative, curious, and ambitious team working to improve how boards and leadership teams prepare, decide, govern, and follow through. For the right customer leader, this role offers the opportunity to shape how Boardable serves and grows with its customers for years to come. You will have the authority to rethink the customer model, develop stronger and more strategic relationships, and build an organization that creates increasing value for both our customers and Boardable.
