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.

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 influence1 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

• Bachelor6s degree in a clinical field required
• Active RN or RD license and CDCES certification required and maintained
• 8+ years 6 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 OmniPod6 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)

This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office.6

6#LI-Hybrid

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.