Manager, Clinical Retention (South and Mid Atlantic Regions)

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. Over the last two decades, we have improved the lives of hundreds of thousands of patients by using innovative, wearable, waterproof, and lifestyle-accommodating technology. Insulet Corporation is a fast-growing medical device company, recognized for the global success of the Omnipod® Insulin Management System in reducing the daily burden for people living with diabetes.

About the role

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. The manager oversees a team of clinical retention professionals, ensuring high-quality, compliant interactions while serving as a senior escalation point for complex clinical and customer situations. This leader is accountable for delivering measurable business impact through retention initiatives and influencing enterprise-wide strategies via cross-functional partnerships.

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

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
• Implement 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

Requirements

• Bachelor’s degree in a clinical field required
• Active RN or RD license and CDCES certification required and maintained
• 8+ years’ 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 OmniPod® 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

• 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)
• Hybrid working arrangements requiring on-site work from an Insulet office

Pay

For U.S.-based positions, the annual base salary range for this role is $114,800.00 - $172,250.00. 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