Sr Staff Behavioral Data Scientist – Customer Success

Dexcom Corporation is seeking a Senior Manager, Behavioral Science – Customer Success to lead the integration of behavioral science into the Customer Success ecosystem. This role will design and implement behaviorally informed strategies that improve customer experience, strengthen confidence during support interactions, and enhance engagement with Dexcom products following customer contact.

Requirements

• Co-develop and execute a behavioral science strategy aligned with Customer Success priorities
• 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
• 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

Benefits

• 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
• Flexible work arrangements
• Salary: $164,200.00 – $273,600.00