The Director of Customer Programs will build and lead the Voice of the Customer and Customer Community initiatives, driving engagement and insights across the organization, while fostering collaboration amongst various departments.
We are seeking a Director of Customer Experience Programs to build and lead two foundational pillars of our customer experience strategy, Voice of the Customer and Customer Community. As the leader of these newly formed functions, you will be responsible for designing, executing, and scaling our Voice of the Customer (VoC) and Customer Community programs from the ground up. This is a unique opportunity to blend strategic leadership with day-to-day execution to drive meaningful customer engagement, advocacy, and insight across the organization. You’ll work cross-functionally with Customer Success, Product, Marketing, Sales, and Support to amplify the customer’s voice, foster peer-to-peer connection, and build loyalty and growth through deeper community and feedback integration.
Key Responsibilities:
Voice of the Customer (VoC) and Customer Advocacy
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
Customer Community
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
Leadership & Execution
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
Qualifications
- 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
At Model N, your well-being and growth matter. That’s why we offer a robust total rewards package designed to help you thrive personally and professionally. Our benefits include:
- 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.
At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills.
The base salary for this position will be $150,000 - $180,000. If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters. We are constantly opening up new positions and you might match another opening at a different level.
#LI-MN1
About Model N
Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-added services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.
Equal Opportunity Statement
Model N values diversity at our company and is proud to be an equal opportunity employer. Model N considers qualified applicants without regard to race, ethnicity, religion, creed, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Please reference https://www.eeoc.gov/employers/eeo-law-poster for more information.
For US applicants, Personal Data processed in connection with candidate evaluation and decision-making, onboarding, and continued employment at Model N will be done in accordance with the Model N HR Privacy Policy found at http://www.modeln.com/applicant-and-employee-privacy-notice/
Top Skills
Ai Tools
Csat
Higher Logic
Insided
Khoros
Nps
Model N San Mateo, California, USA Office
777 Mariners Island Blvd, , San Mateo, CA, United States, 94404
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