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

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 insight

Benefits

Additional Information

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.

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