Sr Staff Behavioral Data Scientist - Customer Success

About the role

The Senior Manager, Behavioral Science – Customer Success will 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.

Responsibilities

• 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.
• 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, and product utilization in collaboration with analytics partners.
• Serve as a strategic liaison between Behavioral Science and Customer Success leadership to align support initiatives with broader behavior-change efforts across Product, Clinical Affairs, and Customer Experience.
• Partner cross-functionally to scale effective behavioral interventions.
• Translate qualitative and quantitative insights into actionable operational recommendations.
• Support integration of behavioral evidence into the broader customer experience strategy.
• Use Behavioral Science research and analytics infrastructure to ensure consistent evaluation across customer engagement initiatives.

Requirements

• Advanced degree (PhD, MS, MPH, or equivalent experience) in Behavioral Science, Psychology, Human Factors, Implementation Science, or related field.
• 8+ years of experience applying behavioral science in healthcare, digital health, customer experience, or service delivery environments.
• Demonstrated success translating behavioral insights into operational improvements at scale.
• Experience working cross-functionally with operations or service organizations.
• Strong stakeholder engagement and influence skills across technical and non-technical audiences.
• Experience designing and evaluating applied behavioral interventions.

Qualifications

• Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 13+ years related experience or a Master’s degree and 8+ years equivalent industry experience or a PhD and 5+ years of experience.
• Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).
• If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available.
• Ask about our Flex workplace option.

Benefits

A full and comprehensive benefits program. Growth opportunities on a global scale. Access to career development through in-house learning programs and/or qualified tuition reimbursement.

Pay

$164,200.00 - $273,600.00

Schedule

Not specified