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

Reporting to the Sr. Director of Customer Success within the Commercial organization, the Director of Customer Long-term Success and Loyalty is a strategic, customer-obsessed leader responsible for ensuring customers achieve and understand the value of our products and services. 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 address customer pain points, drive customer engagement and support long-term retention by identifying, understanding and reducing drop-offs within the customer journey.

You will own the “ongoing experience” portion of the customer journey – creating programs that celebrate milestones, highlight progress, and drive customer behaviors that improve outcomes and keep customers motivated and confident in using our products. You will also combine strong analytical skills, structured problem-solving, operational leadership, and a deep understanding of customer needs to drive measurable improvements in customer loyalty and satisfaction.

In addition, you will help shape 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. The role blends customer empathy, data-driven decision making, and cross-functional collaboration/execution to ensure customers feel supported and valued. 

Key Responsibilities

Strategy & Execution

• 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.
• Data-Driven Insights & Process Optimization
• 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.
• Cross-Functional Leadership
• 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.
• Translate customer progress and clinical outcomes into compelling narratives

Customer Experience & Engagement

• Ensure customers feel supported, informed, and confident throughout their journey.
• Develop scalable approaches—digital, self-guided, and human-assisted—to reach customers with the right guidance at the right time in easy to digest ways.
• In partnership with our Consumer Marketing team and others, create milestone-based experiences and programs that highlight customers progress and opportunities to be even more successful on product
• Partner with Voice of the Customer team to build/improve mechanisms to collect customer feedback on customer experience and translate insights into action. Leverage NPS insights to design and implement targeted initiatives to move detractors to passives, and passives to promoters.
• Ensure customer communications help customers internalize the value of Omnipod in their diabetes management

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 ongoing phase of the customer journey 
• Decisions around which long-term retention and loyalty use cases are prioritized for development within the customer data platform (CDP)

Required 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 & Competencies

• Lead process, technology, and operational transformations to improve the customer experience and business outcomes.
• Use customer, operational, and business data to identify trends, diagnose friction points, and inform retention and engagement strategies.
• Develop and implement reporting frameworks to measure organizational and program performance.
• Prioritize customer retention initiatives, projects, and enhancements based on data, customer impact, and business value.
• Lead cross-functional initiatives, build alignment across teams, and influence stakeholders without direct authority.
• Solve complex business challenges through structured problem-solving and strategic thinking.
• Communicate effectively with executive leadership and cross-functional partners.
• Operate successfully in a fast-paced environment while balancing strategic planning and tactical execution.
• Champion a customer-centric approach focused on delivering exceptional customer experiences.
• Proven experience leading large-scale cross-functional programs and customer experience initiatives.
• Strong analytical background with demonstrated success using data to inform business decisions and strategy.
• Track record of delivering measurable business impact through customer-focused initiatives and process improvements.

What You'll Bring

• Demonstrated success designing, implementing, and optimizing customer onboarding, customer success, or customer experience programs.
• Strong analytical and business acumen with the ability to turn insights into action.
• Proven ability to drive measurable outcomes, including improvements in customer activation, engagement, retention, and time-to-value.
• Experience building alignment and collaboration across multiple functions and teams.
• Passion for continuous improvement and operational excellence.
• Experience leading teams directly or indirectly, with the ability to mentor and develop talent.

Education & Experience

Minimum Qualifications

• 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 Qualifications

• 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.

NOTE: This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office.  #LI-Hybrid