Director of Customer Long-term Success and Loyalty - Insulet
Overview
Director leads customer loyalty retention and long-term success for diabetes technology innovators. Owner of ongoing experience design and CDP development. Reports to Sr. Director of Customer Success. Hybrid location available.
What You'll Do11
- 1Lead strategy to improve journey for existing customers ensuring intuitive frictionless support while reducing usage gaps and churn
- 2Develop playbooks success plans digital education pathways and engagement programs tailored to customer segments
- 3Establish clear definitions of customer milestones activation metrics and value thresholds
- 4Monitor engagement activation performance drop-off points time-to-value and attrition metrics
- 5Conduct root-cause analyses to understand friction unmet needs and operational inefficiencies
- 6Use data and experimentation to design refine existing programs workflows and product experiences
- 7Measure and communicate impact of improvements ensuring continuous optimization
- 8Partner with UX Digital Analytics Data Science Customer Care and Clinical teams to align across customer journey
- 9Influence stakeholders at multiple levels to prioritize loyalty improvements and customer-centric initiatives
- 10Translate customer progress and clinical outcomes into compelling narratives for product roadmaps
- 11Ensure scalable digital self-guided and human-assisted approaches to guide customers at right time
Requirements11
- 1Minimum 5+ years building ETL pipelines with Spark Airflow and Python
- 2Bachelor's degree in Business Marketing Healthcare Administration Engineering
- 3Master's degree MBA or advanced degree preferred
- 4Experience managing high-performing teams and mentoring talent
- 5Proven success leading cross-functional programs improving customer activation engagement and retention
- 6Background in medical devices healthcare technology diabetes care or regulated industries
- 7Experience with customer data platforms and voice of the customer programs
- 8Strong analytical background using data to inform business decisions and strategy
- 9Ability to operate in fast-paced environment balancing strategic planning and tactical execution
- 10Passion for customer-centric approach driving measurable business impact
- 11Demonstrated ability to translate insights into actionable results
Salary Insight
$187 - $281k per year
Location
Required Skills
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