Associate Manager, Customer Success (US Consumer Marketing) - Hybrid

Insulet Corporation•Acton, MA

9d•Hybrid

About The Position

We are seeking a dynamic and creative individual to join our U.S. Consumer Marketing team at Omnipod®. This individual enjoys working in an entrepreneurial, fast-paced organization focused on transforming the diabetes healthcare space. Candidates must be highly motivated, open-minded, and solution oriented. They should be detail-oriented with the ability to balance multiple project priorities across various teams and time zones, while not being afraid to have fun along the way. The Associate Manager, Customer Success (US Consumer Marketing) will lead Omnipod’s U.S. brand customer success initiatives, driving innovative programs that elevate the customer experience for our Podder community. This role requires a creative, strategic thinker with a passion for that align with Omnipod’s mission to improve the lives of people with diabetes. The ideal candidate will bring a proven track record of developing and executing marketing and retention programs that deliver measurable results. We're looking for

Requirements

Strong written and verbal communication skills.
Proven ability to build and manage relationships with internal and external stakeholders, including agencies.
Understanding of customer journeys and personalization based on customer personas
Creative mindset with a willingness to think outside the box and bring ideas to life.
Ability to balance strategic thinking with hands-on execution; a 'scrappy' mentality to make things happen.
Adept at adapting plans effectively and on budget for optimal impact.
Skilled in measuring the effectiveness of communications and leveraging analytics to connect creative ideas with measurable business outcomes.
Strong project planning and management skills.
Strong Excel, PowerPoint, and presentation skills.
Extremely thorough and organized.
Highly collaborative, adaptable, and proactive in a fast-paced environment.
Ability to manage complex and cross-functional projects concurrently and get stakeholder buy-in.
Bachelor’s degree required in Marketing, Business, communications, or related field.
3–5 years of experience in marketing, customer success, or related roles.
Willingness to travel 20% of the time.

Nice To Haves

Experience with omnichannel campaigns, Salesforce, Salesforce Marketing Cloud and similar preferred.
Medical Device, Pharmaceutical or Healthcare industry experience preferred in a regulated environment.

Responsibilities

Partner with internal teams on customer communications during onboarding, training and ongoing use.
Drive the ongoing optimization of retention communications through test & learn to identify the point in and time and type of messaging that drives customers to engage.
Support development of service content libraries that allow rapid creation of assets to leverage across digital and live channels.
Identify and pursue new opportunities to support customer onboarding and ongoing use in partnership with product and digital customer experience teams.
Oversee development of deliverables, including messaging and assets, in collaboration with internal teams and external agencies, ensuring timely and consistent delivery.
Define key performance metrics for each initiative, track results, and provide actionable insights to optimize impact and hit strategic growth targets.
Collaborate with cross-functional teams within Marketing and the broader Commercial organization to identify synergies and ensure consistency across the customer journey.
Stay ahead of industry trends to inform strategy and innovation.
Establish guidelines on service messages (in contrast to marketing messages) to align our communications appropriately to customer opt-outs and preferences
Responsible for acquiring MLR approval for projects.