Manager, Clinical Retention (South Central and West Regions)

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!

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