Customer Success Director, Retention (Remote/Flexible)

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!Job Title: Customer Success Director, RetentionDepartment: CPXOFLSA Status: ExemptInsulet Corporation (NASDAQ: PODD) 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 disposable and waterproof Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s latest innovation, the Omnipod® 5 Automated Insulin Delivery System, is a tubeless automated insulin delivery system, integrated with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero finger sticks, and is fully controlled by a compatible personal smartphone. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas.Studies have demonstrated the clinical and lifestyle advantages of insulin pump therapy over multiple daily insulin injections (MDI). However, many people still choose MDI therapy largely due to the complexity, cost, and inconvenience of conventional pump technology. The Omnipod is a discreet and easy-to-use system that eliminates many of the issues associated with conventional pumps. By breaking down the barriers to insulin pump therapy, Insulet hopes to provide both a superior treatment option and life-long health benefits for people with insulin-requiring diabetesInsulet was founded in 2000 with the mission to improve the lives of people with diabetes and enable customers to enjoy simplicity, freedom, and healthier lives through innovative technology. The Company’s world headquarters and state-of-the-art automated manufacturing facility are located in Acton, Massachusetts with global offices in the U.K., France, Germany, Netherlands, Canada, Mexico, Australia, and the United Arab Emirates. Omnipod products are available in 24 countries around the world.Insulet recently concluded its seventh consecutive year of 20% or more revenue growth, and more than doubled its intellectual property portfolio over the last year. Insulet is proud to be recognized as a 2022 Top Workplace USA; awarded Top Workplaces Cultural Excellence Award for remote work; recognized as a Great Place to Work® in four international locations in 2023; and ranked as one of America’s most responsible companies by Newsweek.For more information, visit: insulet.com and omnipod.com.Position Overview:Reporting to the Sr. Director of Customer Success within the End-to-End (E2E) Customer Experience team, the Customer Success Director, Retention will be responsible for monitoring and improving customer retention, leveraging data to uncover customer retention drivers/opportunities, removing friction within the overall customer experience to improve retention, developingprograms that enable Insulet to reactively and proactively intervene to improve customer retention and loyalty, and implementing measurement strategies to quantify the impact of retention programs/efforts.They will be seen as the retention expert within Insulet both domestically and internationally through understanding the customer journey, leveraging data to generate insights and opportunities around customer retention, implementing programs to address opportunities, measuring the impact of those programs and developing an internal playbook for new market expansion to ensure all customer-facing experiences come together in a seamless way our customers.The successful leader will be a passionate advocate for the customer experience and driving customer loyalty while also ensuring all customer journeys are simple, consistent and elegant. They will partner with leaders across the organization to ensure that drivers of retention are understood, projects/programs to address them are prioritized appropriately and resourced and executed flawlessly. Lastly, they will implement measurement tactics to quantify the impact of improvements made.Responsibilities· Responsible for tracking retention/attrition across all products for all countries we serve· Work with Franchise partners and country leaders to ensure retention measurement dashboards are built consistently and in a way that enables insights to drive improvement for customers· Uncover opportunities to improve retention through process improvements and customer experience enhancements (e.g. web, app, customer care, automation, etc.) and drive execution of these with partners· Gathers and consolidates data, insights and feedback from leaders across the organization(Customer Success, Franchise Leaders, E2E PMs, UX, Customer Care, ProductSupport, Finance, field teams and other SMEs) for the continuous improvement of the experience to address retention drivers.Develop personalized retention programs based on predictors of attrition, leverage data science models and Salesforce Data Cloud capabilities.· Inform and influence customer-facing assets as it relates to opportunities to improve the customer experience and retention in the US and international markets.· Drive cross-functional understanding and collaboration around the impact of retention to the overall business, sharing best practices and developing a playbook for new markets/countries to maximize retention· Govern and prioritize data capture and analysis needs from across the business in partnership with Data Sciences to gain insights and advance customer attrition risk sensing· Partner with Data Science team to define key customer retention performance metrics and build a plan for regular monitoring with key stakeholders across the organization· Partners with Customer Care and Product Support to understand customer dissatisfiers and their impact on retentionKey Decision Rights· Decisions regarding which pilots and programs are prioritized and executed to improve retention or drive learnings which can be leveraged to inform other retention efforts· Decisions regarding what measurements are used to track retention and the prioritization of data analysis requests from across the organization around retention· Decisions relating to how we approach retention for new country expansion and new indications for current productsRequired Leadership/Interpersonal Skills & Behaviors· Passionate advocate for customers, their needs, and how Insulet can serve them better· Role modeling cross functional collaboration and agility· Enterprise mindset (understands impact of their decision on other functions and products)· Leading without authority and managing through influence· Guiding difficult cross functional decisions· Influence, interact, and lead globally· Strong customer-focused mindset and ability to translate that into E2E processes for specific personas· Ability to understand data and use it to create insights and tell a story to drive action internally· Build strong working relationships with Franchises, Global Marketing, General Managers, Customer Facing Software, Clinical, Agile Delivery, Finance and E2E Product Management· Strong communication skills - written and oral· Proven ability to support the E2E team in connecting the dots between commercial visionand technical planning and executionRequired Skills and Competencies· Ability to lead process, technology, and operational evolutions within Insulet to deliver on desired Customer Experience· Ability to synthesize and interrogate data to inform prioritization of retention improvements· Ability to implement effective reporting of organizational performance· Ability to guide objective prioritization of retention programs, projects,enhancements based on data and business impacts.· Must be able to operate both strategically and tactically in a high-energy, fast-paced environment.Education and Experience· 10+ yrs. experience driving customer retention or customer experience efforts with an impact on customer loyalty; Matrix leadership preferred· Familiarity with commercial systems (global), data elementsunderpinning commercial activities, and customer experiences preferred· Experience with medical device product management, with knowledge of regulatory & quality requirements globally· Experience with leading a team directly or indirectly preferred· Diabetes experience or knowledge a plusAdditional Information· The position can be remote, hybrid or in-person at our Acton, MA headquarters. Thepreferred location is near San Diego, CA or Acton, MA.· Travel is estimated at 15% but will flex depending on business needs.NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-RemoteAdditional Information:The US base salary range for this full-time position is $164,400.00 - $247,050.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.(Know Your Rights)