Customer Retention Manager Jobs Near Me

Job Summary

The Clinical Retention Manager is responsible for leading the clinical retention strategy and execution, focusing on customer adoption, retention, and clinical outcomes through an effective team. This role combines clinical expertise, operational leadership, and strategic influence to translate data and insights into scalable programs that enhance the experiences of customers and healthcare providers. The manager oversees a team of clinical retention professionals, driving the execution of initiatives that impact the customer lifecycle, therapy adoption, and long-term engagement. They are accountable for achieving key performance metrics, including retention, customer satisfaction, product adoption, and clinical outcomes, while also serving as a senior escalation point for complex customer and clinical situations. Additionally, the manager collaborates cross-functionally to shape retention strategies, improve products, and enhance customer experience initiatives.

Company Overview

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.

Insulet Corporation is one of the fastest-growing medical device companies, thanks to the global success of the Omnipod Insulin Management System in reducing the daily burden for people living with diabetes. We are looking for highly motivated, performance-driven individuals to be 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!

Role Summary

The Clinical Retention Manager leads clinical retention strategy and execution, driving customer adoption, retention, and clinical outcomes through a high-performing team. This role operates at the intersection of clinical expertise, operational leadership, and strategic influence-translating data and insights into scalable programs that enhance the customer and healthcare provider experience.

This leader is accountable for delivering measurable business impact through retention initiatives, advancing clinical capabilities across the team, and influencing enterprise-wide strategies through cross-functional partnership and insight generation.

Scope & Impact

• Leads a team of Clinical Retention professionals, including senior and individual contributor roles
• Owns execution of clinical retention programs that influence customer lifecycle, therapy adoption, and long-term engagement
• Drives performance against key metrics including retention, customer satisfaction, product adoption, and clinical outcomes
• Acts as a senior escalation point for complex customer and clinical scenarios
• Partners cross-functionally to shape retention strategy, product improvements, and customer experience initiatives

Key Responsibilities

• Lead and execute clinical retention strategies aligned with business objectives and customer outcomes
• Translate data (retention, churn, CSAT, adoption) into actionable insights, identifying risks and opportunities
• Evaluate effectiveness and ROI of retention initiatives; continuously refine programs to maximize impact
• Develop and maintain dashboards and reporting to monitor performance and inform decision-making
• Drive continuous improvement through structured pilots, testing, and process optimization
• Oversee day-to-day operations of the Clinical Retention team to ensure high-quality, compliant customer and HCP interactions
• Serve as the escalation point for complex clinical, technical, and customer experience scenarios
• Ensure adherence to regulatory, quality, and documentation standards (FDA, HIPAA, company policies)
• Partner on process design, implementation, and optimization to strengthen team effectiveness and scalability
• Lead, coach, and develop a team of Clinical Retention Specialists and Senior Clinical Retention Specialists
• Drive accountability to performance metrics, quality standards, and customer outcomes recognition programs that reinforce strong performance and desired behaviors
• Ensure delivery of advanced clinical education and personalized support to customers and healthcare providers
• Drive proactive identification and intervention strategies for at-risk customers
• Support complex therapy-related decision-making and optimize customer outcomes within scope
• Strengthen relationships with healthcare providers to enable continuity of care and improved patient outcomes
• Deliver data-driven and qualitative insights to key stakeholders, including leadership and external partners (e.g., KOLs), to inform business decisions
• Contribute to development of retention playbooks, best practices, and scalable tools

Required Qualifications

• Bachelor's degree in a clinical field required
• Active RN or RD license and CDCES certification required and maintained
• 8+ years ' experience in supporting insulin pump therapy and diabetes technologies
• 3+ years demonstrated experience leading and developing clinical teams
• Experience in retention strategy, customer lifecycle management, or clinical support environments
• Deep knowledge of the OmniPod product portfolio
  

Preferred Qualifications

• Experience in call center or remote support operations within a regulated FDA environment
• Prior industry or commercial experience supporting diabetes technology
• Experience with CRM systems (e.g., Salesforce) and customer analytics tools
• Proven ability to implement structured troubleshooting and customer assessment approaches
• Strong business acumen with a process-oriented, continuous improvement mindset
  

Work Environment & Requirements

• Remote role; workspace must meet security and confidentiality standards
• Ability to work in a fast-paced, evolving environment balancing strategic and operational priorities
• Occasional travel required for meetings, trainings, and business initiatives
• Standard office physical requirements (sitting, computer use, light lifting as needed)

Insulet 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 diabetes.

Insulet 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.

This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office.

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Working at Insulet Corporation | Top Workplaces

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $114,800.00 - $172,250.00 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.