Director of Customer Activation & Early Success - Acton, MA / San Diego, CA (Hybrid)

Job Summary

This is a high-impact, builder role at Insulet where you will own and transform the critical first 30 days of the customer journey, ensuring patients quickly experience value from a life-changing product. As Director of Customer Activation & Early Success, you’ll lead cross-functional efforts across data, digital, and customer experience teams to design a seamless, personalized onboarding strategy while building foundational capabilities like a customer data platform. If you’re energized by using data to solve complex problems, influencing at scale, and creating meaningful customer experiences in a mission-driven healthcare company, this role offers the opportunity to make a lasting impact on both patients and the business.

Reporting to the Sr. Director of Customer Success within the Commercial organization, the Director of Customer Activation & Early Success is a strategic, customer-obsessed leader responsible for ensuring every new customer achieves value quickly and seamlessly in their first 30 days with our product. This critical role will collaborate with partners across the organization to design and deliver a frictionless customer journey while leading cross functional initiatives that directly impact customer activation, product engagement, and long-term retention.

You will be the owner of the “first mile” of the customer journey. By combining strong analytical skills, structured problem-solving, operational leadership, and a deep understanding of customer needs, you will drive measurable improvements in onboarding speed, quality, and satisfaction.

In addition, you will be the business lead for the development of a customer data platform (CDP) which will enable customer engagement based on behaviors, events and outcomes in an effort to make customers feel supported in their journey with Omnipod. This effort will be a foundational build requiring the development of policies, procedures, use cases and measurement plans in conjunction with partners across our technology, digital, data sciences, customer care and marketing teams and will be the future for how we communicate both proactively and reactively with our customers.

This is a high-impact role ideal for a builder who can balance strategy with execution.

Key Responsibilities
Onboarding Strategy & Execution

• Lead the strategy to improve the journey for new customers ensuring it is intuitive, frictionless, and supportive while reducing churn.

• Develop onboarding playbooks, success plans, digital education pathways, and engagement programs tailored to customer segments.

• Establish clear definitions of onboarding milestones, activation metrics, and customer “first value” thresholds.

Data-Driven Insights & Process Optimization

• Monitor onboarding performance, drop-off points, time-to-value, and conversion metrics across the first 30 days.

• Conduct root-cause analyses to understand customer friction, unmet needs, and operational inefficiencies.

• Use data and experimentation to design and refine onboarding programs, workflows, and product experiences.

• Measure and communicate the impact of implemented improvements, ensuring continuous optimization.

Cross-Functional Leadership

• Partner closely with UX, Digital, Analytics, Data Science, Customer Care, Marketing, Clinical Product Support and others to ensure alignment across the customer journey.

• Influence stakeholders at multiple levels to prioritize onboarding improvements and customer-centric initiatives.

• Advocate for customer needs and communicate insights to shape product roadmaps and service models.

Customer Experience & Engagement

• Ensure new customers feel supported, informed, and confident throughout early adoption.

• Develop scalable approaches—digital, self-guided, and human-assisted—to reach customers with the right guidance at the right time.

• Partner with Voice of the Customer team to build/improve mechanisms to collect customer feedback on early experience and translate insights into action.

Key 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 success early in the activation phase of the customer journey

• Decisions around which use cases are prioritized for development within the customer data platform (CDP)

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 vision and technical planning and execution

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.

• Experience with medical device product management, with knowledge of regulator; quality requirements globally

• Experience with leading a team directly or indirectly preferred as the expectation is that this team will grow significantly in the future

• Proven success designing and optimizing onboarding experiences or customer journeys.

• Strong analytical skills with experience interpreting data, identifying trends, and using insights to drive decision-making.

• Exceptional ability to ask the right questions, frame problems, and create structured approaches to ambiguous challenges.

• Demonstrated success leading cross functional initiatives and influencing without authority.

• Track record of driving measurable impact—improved activation, reduced time-to-value, increased engagement, etc.

• Excellent communication skills, both written and verbal.

• Customer-centric mindset and a passion for building exceptional customer experiences.

• 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.

What You’ll Bring

• A builder mentality, you enjoy creating structure, clarity, and process in a fast-moving environment.

• Curiosity and persistence—you are energized by diagnosing problems and iterating toward solutions.

• Strategic and tactical balance—you can define the vision while rolling up your sleeves to execute.

• Empathy for customers and enthusiasm for helping them succeed early and often.

Education and Experience

Minimum

• 15 years of experience in Customer Success, Onboarding, Program Management, or related roles

• Experience in medical devices, healthcare technology, or regulated environments

Preferred

• Diabetes experience or knowledge

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $186,500.00 - $279,800.00 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education.