Director of Customer Long-term Success and Loyalty - Acton, MA / San Diego, CA (Hybrid)

San Diego, CA (Hybrid)

$187K/yr – $281K/yrDirector/Executive15+ years expFull time

Posted 7 days ago

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Job Summary

The role owns the end-to-end strategy and programs that improve loyalty and retention across the existing customer journey, collaborating with UX, Analytics, Marketing, and Care to design, test, and scale initiatives.

Own strategy and measurable improvements across the customer journey.
Build playbooks, education pathways, and engagement programs to strengthen loyalty.
Partner with cross-functional teams to drive adoption and retention.

Job Description

Responsibilities

Lead the strategy to improve the journey for existing customers ensuring it is intuitive, frictionless, and supportive while reducing usage gaps and churn in order to improve customer outcomes.
Develop playbooks, success plans, digital education pathways, and engagement programs tailored to existing customer segments to build loyalty.
Establish clear definitions of customer milestones, activation metrics, and customer “value” thresholds.
Monitor customer engagement and activation performance, drop-off points, time-to-value, and attrition metrics.
Conduct root-cause analyses to understand customer friction, unmet needs, and operational inefficiencies.
Use data and experimentation to design and refine existing programs, workflows, and product experiences while also building new programs and capabilities.
Measure and communicate the impact of implemented improvements, ensuring continuous optimization.
Partner closely with UX, Digital, Analytics, Data Science, Customer Care, Consumer Marketing, Clinical Product Support and others to ensure alignment across the customer journey.
Influence stakeholders at multiple levels to prioritize loyalty improvements and customer-centric initiatives.
Advocate for customer needs and communicate insights to shape product roadmaps and service models.

Requirements

Bachelor's degree (Preferred field of study in Business, Marketing, Healthcare Administration, Engineering)
15 years of experience in Customer Success, Customer Onboarding, Program Management, Marketing, Product Management, or related disciplines.

Preferred

Master's degree (MBA or related advanced degree).
Experience within medical devices, healthcare technology, diabetes care, or other highly regulated industries.
Experience managing and developing high-performing teams.
Experience leading lifecycle programs that improve customer activation, engagement, retention, and customer journey optimization.

Benefits

Medical, dental, and vision insurance
401(k) with company match
Paid time off (PTO)
And additional employee wellness programs

Insulet Corporation

4.1 Glassdoor

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Omnipod products are offered in 25 countries around the globe.HIRING SCAM ALERT Recently, individuals impersonating Insulet Human Resources members have offered fraudulent interviews and job offers to unsuspecting candidates. To help protect you from these scam artists, please be aware that:•Insulet will never interview a candidate over RingCentral, similar messaging apps or social media (i.e. Google Hangouts, WhatsApp, Facebook Messenger, etc.), or via text message.•Insulet will never send a company check or ask an applicant to pay a fee or purchase at home work/training materials in connection with an application for employment.•Insulet will never provide excess money to an applicant and ask the applicant to write a check for repayment.If you have any doubt about a job offer or any other communication purporting to come from Insulet, please reach out to us directly at 978-600-7000.If you receive any type of communication on behalf of Insulet that seems inappropriate or suspicious, please report this activity to: www.iC3.gov or www.stopfraud.gov.

Founded in 2000

Acton, Massachusetts, USA

4.6K employees (227 in marketing)

www.insulet.com

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