Director of Customer Long-term Success and Loyalty (Medical Devices)

Location: Hybrid role requiring on-site work from an hirify.global office in Acton, Massachusetts, or San Diego, California, United States.

Annual base salary: $187,100–$280,625, plus potential incentive compensation.

Company

hirify.global is a medical device company developing the Omnipod insulin management platform and other wearable drug-delivery technologies.

What you will do

• Lead the strategy for improving the ongoing customer journey, reducing usage gaps and churn, and strengthening customer outcomes.
• Develop playbooks, success plans, digital education pathways, milestone-based experiences, and engagement programs for existing customer segments.
• Define customer milestones, activation metrics, value thresholds, and reporting frameworks for customer success.
• Monitor engagement, activation, drop-off, time-to-value, attrition, satisfaction, and NPS metrics; conduct root-cause analyses and experiments.
• Help shape the customer data platform by defining policies, procedures, use cases, and measurement plans for behavioral and outcome-based engagement.
• Lead cross-functional initiatives with Marketing, Customer Care, Clinical, Digital, UX, Analytics, Data Science, Technology, Finance, and Product teams.

Requirements

• Bachelor’s degree; preferred fields include Business, Marketing, Healthcare Administration, or Engineering.
• At least 15 years of experience in Customer Success, Customer Onboarding, Program Management, Marketing, Product Management, or related disciplines.
• Proven experience designing, implementing, and optimizing customer success, onboarding, customer experience, or lifecycle programs.
• Strong analytical and business acumen, including the ability to use data to identify friction points, guide decisions, and communicate measurable impact.
• Experience leading large-scale cross-functional programs, influencing stakeholders without direct authority, and managing or mentoring teams.
• Ability to work on-site from an hirify.global office in the United States under a hybrid arrangement.

Nice to have

• Master’s degree, MBA, or related advanced degree.
• Experience in medical devices, healthcare technology, diabetes care, or another highly regulated industry.
• Experience managing and developing high-performing teams.
• Experience leading lifecycle programs that improve activation, engagement, retention, and customer journey optimization.

Culture & Benefits

• Full-time employment within a customer-focused, cross-functional commercial organization.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and employee wellness programs.
• Opportunity to build a critical customer loyalty and engagement function for a diabetes technology platform.