Sr Behavioral Data Scientist - Customer Success

Position Summary

Dexcom is seeking a Senior Manager, Behavioral Science – Customer Success to lead the integration of behavioral science into the Customer Success ecosystem. The role is anchored within the Behavioral Science function and operates in close partnership with Technical Support / Customer Success to design, implement, and scale behaviorally informed support strategies aligned with enterprise engagement priorities.

• Co‑develop and execute a behavioral science strategy aligned with Customer Success priorities and the broader Behavioral Science roadmap supporting engagement, adoption, and sustained product use.
• 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.
• Identify opportunities to reinforce onboarding through support experiences.
• 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.
• Partner cross‑functionally to scale effective behavioral interventions.
• Translate qualitative and quantitative insights into actionable operational recommendations.
• Support integration of behavioral evidence into the broader customer experience strategy.
• Use Behavioral Science research and analytics infrastructure to ensure consistent evaluation across customer engagement initiatives.

• Advanced degree (PhD, MS, MPH, or equivalent experience) in Behavioral Science, Psychology, Human Factors, Implementation Science, or a related field.
• 8+ years of experience applying behavioral science in healthcare, digital health, customer experience, or service delivery environments.
• Demonstrated success translating behavioral insights into operational improvements at scale.
• Experience working cross‑functionally with operations or service organizations.
• Strong stakeholder engagement and influence skills across technical and non‑technical audiences.
• Experience designing and evaluating applied behavioral interventions.

• 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.
• Travel required:
  
  15–25%.

Typically requires a Bachelor’s degree in a technical discipline and a minimum of 13+ years related experience, or a Master’s degree and 8+ years equivalent industry experience, or a PhD and 5+ years of experience.

Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site, a hybrid working environment may be available.

$ – $

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.