Clinical Retention Specialist (South - FL, TN, GA, SC)

We are seeking a clinically driven retention specialist to strengthen long-term adoption of Omnipod® products and improve health and quality-of-life outcomes for people living with diabetes. This role blends deep clinical expertise, consultative selling, and relationship management to retain customers through high-impact education, proactive issue resolution, and personalized clinical support.

About the role

The ideal candidate is a dynamic, results-oriented clinical educator who thrives in a fast-paced, high-volume phone/virtual environment and partners closely with internal teams and healthcare providers. Through value-driven clinical conversations, this role reinforces confidence in Omnipod therapy and proactively addresses barriers to long-term use. Operates as an individual contributor without formal people-management responsibility.

Responsibilities

• Apply foundational, evidence-based diabetes-management knowledge to support patient interactions and contribute to successful use of Omnipod therapy, following established guidelines and with appropriate guidance.
• Deliver personalized education and training to new and existing patients and healthcare providers within the assigned region—via phone and virtual platforms.
• Provide proactive follow-up, clinical consultation, recommendations, and troubleshooting to ensure sustained device adoption.
• Educate customers and HCPs on Omnipod data and reporting tools to promote informed clinical conversations and therapy optimization.
• Determine appropriate actions for routine and moderately complex scenarios and escalate issues that fall outside established guidelines.
• Directly impact customer satisfaction, therapy continuity, and retention outcomes within an assigned geographic territory.
• Maintain current clinical licensure, CDCES certification, and Omnipod product credentials to ensure compliant, accurate guidance.
• Serve as a clinical retention contact for an assigned geographic territory, supporting customer retention efforts and contributing to sustained adoption of Omnipod therapy through consistent engagement and use of established processes and guidance.
• Support delivery of business results across the assigned region by executing plans, engaging stakeholders, and monitoring performance using established processes and guidance.
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns, aligning outreach timing with regional time zones and access considerations.
• Utilize clinical retention selling techniques to influence continued Omnipod use through education, confidence-building, and outcome-focused discussions.
• Identify early indicators of disengagement or churn through data assessment and analytics in partnership with the data-science teams and collaborate with Customer Success teams to deploy targeted, regionally informed save strategies.
• Identify and assess common barriers to therapy continuation (clinical, behavioral, logistical, and access-related), including geographic differences, and apply standard approaches to support practical, patient-centered solutions with moderate guidance.
• Develop a working knowledge of the regional healthcare landscape, including key health systems, diabetes centers, referral patterns, and payer considerations that may impact therapy continuation.
• Partner with healthcare providers within the assigned geography to align education with treatment plans and reinforce long-term therapy adoption.
• Share compelling patient success stories and regional clinical insights during retention conversations to reinforce the value of Omnipod solutions.
• Collaborate closely with Clinical Services Managers, regional field teams, and sales leadership to coordinate territory-based retention efforts and ensure a seamless, unified customer experience.
• Partner with Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams to enhance regional engagement strategies and workflows.
• Identify and communicate regional trends, risks, and opportunities related to customer engagement, access, and outcomes to inform cross-functional strategy.
• Contribute to the development of educational tools, customer journeys, and targeted retention campaigns informed by geographic and population-specific insights.
• Support clinicians and customers with clinical software and digital diabetes-management tools, providing guidance on workflow efficiency and best practices appropriate to local practice environments.
• Accurately document all customer interactions, outcomes, and next steps in Salesforce activities and campaigns.
• Review engagement data, usage patterns, and retention metrics at individual and regional levels to identify trends and potential risks, and support identification of improvement opportunities using standard tools and guidance.
• Participate in data-driven initiatives designed to improve regional retention performance and overall program effectiveness.
• Share insights that contribute to incremental improvements in retention programs and customer workflows, leveraging standard tools and established processes.

Requirements

• Bachelor’s degree required.
• Active, professional clinical credentials required, such as Registered Nurse (RN) or Registered Dietitian (RD).
• 3+ years of experience training and/or supporting insulin-pump patients.
• Direct experience working with healthcare providers in a diabetes-care setting.
• Current Certified Diabetes Care and Education Specialist (CDCES) credential required.
• Ability to maintain all required professional licensure and Omnipod product certifications.
• Demonstrated ability to communicate effectively and persuasively with diverse audiences via phone and virtual platforms.

Skills

• Strong clinical acumen with expertise in diabetes technology and data interpretation.
• Excellent phone presence with exceptional interpersonal, customer-service, and communication skills.
• Consultative, influence-based approach to customer engagement and retention.
• Proven ability to build trust and long-term relationships in a remote, phone-based environment.
• Strong problem-solving, workflow-optimization, and objection-handling skills.
• Self-directed, process-oriented, and adaptable in a fast-paced retention-focused setting.
• Proficiency in Microsoft Office and Salesforce.
• Prior industry, commercial, or sales-adjacent clinical experience strongly preferred.

Work Environment

• Remote position—must live in assigned geographic region.
• Home workspace must meet company security and productivity standards.
• Ability to sit and speak on the phone for extended periods during scheduled shifts.
• Manual dexterity required for computer and headset use.
• Availability for occasional evenings, weekends, holidays, and limited travel as needed.

Pay

For U.S.-based positions, the annual base salary range for this role is $79,300.00 - $118,900.00. This position may also be eligible for incentive compensation.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off (PTO).
• Additional employee wellness programs.