Director, Customer Programs

November 10

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Model N

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SaaS • Compliance • Pharmaceuticals

Model N is a leading provider of revenue optimization and compliance solutions for the pharmaceutical, medical device, high-tech, manufacturing, and semiconductor industries across more than 120 countries. The company offers digital reinvention through industry-specific solutions, enabling customers to maximize their revenue by transforming sales, marketing, channel, finance, and legal processes. Model N's products include platforms for managing provider and payer processes, global pricing, and channel data, as well as intelligence cloud services to ensure compliance and operational excellence. Their services empower companies to streamline operations, scale strategically, and mitigate risks to fuel growth and innovation. Major clients include Pfizer, AstraZeneca, Sanofi, Abbott, AMD, and others, who use Model N’s technology to optimize and automate revenue processes while remaining compliant with global regulatory standards.

501 - 1000 employees

Founded 2000

☁️ SaaS

📋 Compliance

💊 Pharmaceuticals

📋 Description

• Design and launch a company-wide VoC program that captures, analyzes, and delivers actionable customer insights • Establish feedback loops across key touchpoints (e.g., NPS, CSAT, surveys, interviews, product feedback) • Synthesize and present findings to executive stakeholders to influence roadmap, services, and go-to-market strategies • Build dashboards and reporting frameworks that quantify customer sentiment and drive accountability • Develop governance processes to ensure customer feedback is prioritized and acted upon across teams • Leverage technology and AI tools to design and execute a robust and prescription program with proactive and reactive playbooks • Create and execute an Executive sponsorship program as part of a multi-level coverage strategy • Develop the vision and strategy for our digital customer community, aligned with business goals and customer needs • Select and implement the right platform (e.g., Higher Logic, Khoros, Insided) and establish core use cases (forums, events, user groups, ideation, etc.) • Define engagement strategies to increase participation, peer-to-peer learning, and brand advocacy • Collaborate with Product Marketing and Customer Success to create meaningful programming, content, and campaigns • Measure and report on community health, growth, and business impact • Build the foundation: create processes, define KPIs, and establish tools and systems needed to scale both functions • Act as a cross-functional connector, ensuring customer insight and voice inform decision-making across departments • Operate as both strategist and doer — from designing programs to directly facilitating engagement • Influential leadership to align cross functional departments to execute on strategy

🎯 Requirements

• 7+ years of experience in Customer Experience, Customer Success, Community, or related roles, ideally in a SaaS or B2B tech environment • Proven ability to build new functions or programs from the ground up • Experience and proven execution of customer scoring methodology (e.g. NPS, Customer Sentiment score, etc.) • Strong experience with VoC methodologies and feedback analysis • Demonstrated success launching or growing digital customer communities • Executive presence with strong storytelling and communication skills • Highly collaborative with a bias for action, comfort with ambiguity, and passion for customers

🏖️ Benefits

• Unlimited PTO for salaried employees – because flexibility fuels success • Comprehensive medical, dental, and vision coverage • Health Savings & Flexible Spending Accounts • 401(k) with company match to invest in your future • Volunteer Time Off (VTO) to give back to causes you care about • Life and pet insurance for peace of mind • Employee Assistance & Mental Health Programs • Charitable giving opportunities • Professional coaching and career development • …and much more.