Manager, Clinical Retention (South Central and West Regions)
About The Position
The Clinical Retention Manager is responsible for leading the clinical retention strategy and execution, focusing on customer adoption, retention, and clinical outcomes through an effective team. This role combines clinical expertise, operational leadership, and strategic influence to translate data and insights into scalable programs that enhance the experiences of customers and healthcare providers. The manager oversees a team of clinical retention professionals, driving the execution of initiatives that impact the customer lifecycle, therapy adoption, and long-term engagement. They are accountable for achieving key performance metrics, including retention, customer satisfaction, product adoption, and clinical outcomes, while also serving as a senior escalation point for complex customer and clinical situations. Additionally, the manager collaborates cross-functionally to shape retention strategies, improve products, and enhance customer experience initiatives. 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. This leader is accountable for delivering measurable business impact through retention initiatives, advancing clinical capabilities across the team, and influencing enterprise-wide strategies through cross-functional partnership and insight generation.
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
Nice To Haves
- 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
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 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
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO)
- Additional employee wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
