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Boardable is seeking a VP of Customers to build and lead the customer organization through the company's next growth phase. Reporting directly to the CEO, this leader will own the entire post-sale customer journey—including Customer Success, Support, Services, renewals, expansion, and strategic account development.
The role is hands-on and strategic. You will be responsible for improving net revenue retention, building a customer operating system with clear visibility into health and growth opportunities, and designing segmentation and coverage models that balance scalable engagement with deeper relationships for strategic accounts. You'll establish accountability across the customer lifecycle from onboarding through adoption, renewal, and expansion. This includes developing repeatable approaches to account growth, improving onboarding and services delivery, and creating disciplined processes for identifying and addressing customer risk early.
Key responsibilities include leading Customer Success, Support, and Services functions; owning retention and expansion metrics; building customer segmentation and coverage strategies; developing account-management capabilities for high-potential relationships; improving implementation and training delivery; partnering closely with Sales, Product, and Marketing to turn customer insights into company decisions; and recruiting and developing a strong customer leadership team.
You will use AI and automation thoughtfully to enhance customer intelligence, personalization, and team productivity. This is a builder's role requiring someone who gets close to customers, the team, and the data—understanding why customers succeed, struggle, or leave, and translating those insights into better execution.
Boardable serves nonprofits, public education, healthcare, associations, government-adjacent organizations, and other mission-driven entities that prioritize governance, clear decisions, and board trust. The company's platform consolidates preparation, meetings, approvals, decisions, documents, assignments, and follow-through into one system.
Requirements:
- Proven track record improving retention, expansion, adoption, and customer outcomes in B2B SaaS
- Experience leading Customer Success and related post-sale functions through growth, transformation, or organizational maturity
- Demonstrated success designing customer segmentation, coverage models, onboarding, customer health, renewal, and expansion processes
- Strong commercial instincts and experience converting existing customer relationships into larger, more valuable partnerships
- Strong command of SaaS customer economics (net revenue retention, gross revenue retention, churn, expansion, adoption, cost to serve)
- History of hiring, coaching, developing, and holding high-performing customer teams accountable
- Hands-on leadership style—comfortable with both strategic executive discussions and deep dives into specific customer relationships, renewals, implementations, or expansion opportunities
- Strong analytical curiosity and ability to move beyond dashboards to understand customer behavior
- Strong cross-functional leadership and ability to translate customer insight into action across Product, Sales, Marketing, and the broader company
- Practical AI fluency and curiosity about AI applications in customer outcomes and customer operations
- Experience serving nonprofit, public sector, education, healthcare, associations, or mission-driven organizations is a plus
