Sr Staff Behavioral Data Scientist - Customer Success

Benefits

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The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health. We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team: Dexcom has been ranked in the Top 10 on Forbes "Best Customer Service" list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We're building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success. The GPO organization is the core transformation group responsible for architecting and owning the end-to-end technical support process for Dexcom globally. It is the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. The GPO group engages with direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results. Where you come in: Dexcom is seeking a Senior Manager, Behavioral Science - Customer Success to lead the integration of behavioral science into the Customer Success ecosystem. This role is anchored within the Behavioral Science function and operates in close partnership with Technical Support / Customer Success to design, implement, and scale behaviorally informed support strategies aligned with enterprise engagement priorities. The Senior Manager will design and implement behaviorally informed strategies that improve customer experience, strengthen confidence during support interactions, reduce friction across the support journey, and enhance engagement with Dexcom products following customer contact. This role represents a strategic opportunity to translate behavioral insights into scalable operational improvements that benefit both customers and customer success teams. The position will work cross-functionally with Customer Success leadership, Product, Clinical Affairs, Customer Experience, and Data Science partners to drive measurable improvements in satisfaction, resolution effectiveness, and downstream product engagement. This is an applied behavioral leadership role focused on implementation and impact at scale rather than traditional academic research. - Co-develop and execute a behavioral science strategy aligned with Customer Success priorities and the broader Behavioral Science roadmap supporting engagement, adoption, and sustained product use. - Identify behavioral drivers of customer confusion, disengagement, and repeat support contacts. - Translate behavioral insights into scalable improvements across support workflows, agent interactions, and customer journeys. - Design frameworks that strengthen customer confidence, trust, and product understanding during support interactions. - Develop behaviorally informed interventions that improve satisfaction and resolution effectiveness. - Partner with Customer Success leadership to reduce friction across high-impact customer touchpoints. - Strengthen post-interaction engagement strategies that support product adoption and continued use. - Identify opportunities to reinforce onboarding through support experiences. - Apply behavioral science principles to improve agent communication and decision-support approaches. - Inform training strategies that increase agent confidence and consistency in complex support scenarios. - Improve employee experience through behaviorally informed workflow enhancements. - Lead pilots and structured experiments to evaluate support interventions in partnership with Behavioral Science analytics teams. - Define behavioral and operational metrics linking support interactions to downstream engagement outcomes. - Measure impact across satisfaction, repeat contacts, activation behaviors, a