- Company Name
- Insulet Corporation
- Job Title
- Customer Success Director, International Retention (Remote)
- Job Description
-
**Job Title**
Customer Success Director, International Retention (Remote)
**Role Summary**
Lead international customer retention strategy, driving data‑driven insights, cross‑functional programs, and measurement to enhance loyalty across all non‑US markets. Own retention metrics, prioritize pilots, and develop playbooks for new market expansion, ensuring seamless end‑to‑end customer experience.
**Expectations**
- Deliver measurable retention improvements across multiple products.
- Influence organization‑wide priorities through data‑driven evidence.
- Champion customer advocacy, ensuring consistent, elegant journeys for each persona.
- Manage cross‑functional teams without direct authority, executing initiatives on schedule and within scope.
**Key Responsibilities**
1. Track and report attrition metrics for all non‑U.S. customers.
2. Build and maintain retention dashboards; standardize data collection across franchises.
3. Identify, design, and execute process, technology, and experience initiatives that reduce churn (web, mobile, customer care, automation).
4. Consolidate insights from Customer Success, Franchise leaders, PM, UX, Support, Finance, and field teams to drive continuous improvement.
5. Develop personalized retention programs using predictive analytics and Salesforce Data Cloud.
6. Partner with Data Science to define KPIs, build monitoring plans, and advance attrition risk sensing.
7. Advise on customer‑facing assets and marketing touchpoints to strengthen retention.
8. Create a playbook for new country and indication launches to capture best practices.
9. Prioritize pilots and programs, making decisions on resource allocation and measurement priorities.
10. Serve as the internal authority on international retention strategy, influencing stakeholders at all levels.
**Required Skills**
- Advanced analytical skills: data synthesis, dashboards, predictive modeling, and storytelling.
- Proven experience leading cross‑functional initiatives and influencing without direct authority.
- Strong communication (written & oral) and stakeholder management.
- Deep understanding of the end‑to‑end customer journey and experience improvement techniques.
- Expertise in Salesforce, Data Cloud, and related analytics tools.
- Process‑ and technology‑driven mindset, capable of orchestrating change across distributed teams.
- Customer‑focused advocacy, translating insights into action that enhances loyalty.
**Required Education & Certifications**
- Bachelor’s degree in Business, Data Analytics, Statistics, Computer Science, or related field.
- Master’s degree or MBA preferred.
- Certifications in Salesforce (e.g., Administrator, Advanced Administrator, or Service Cloud) and/or data analytics (e.g., Google Data Analytics Certificate, Microsoft Power BI) are a plus.