Scaled Customer Success Manager

Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient–doctor interactions, we’re entering an era where data is abundant. Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: build the infrastructure that makes predictive, personalized care possible. If you're passionate about how technology can supercharge healthcare, you’ll fit right in. Backed by Creandum, Point Nine, 20VC, YC , and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast. Short on time? TL;DR: You: A high-agency Scaled CSM who thinks in systems, not just accounts – someone who can turn a long tail of ~100 customers into repeatable, proactive motions, and who gets genuinely energized by a technically complex product in a mission-driven space Us: A CSM team of 5 managing ~40 named accounts each and a Tier 4 segment of ~100 accounts that deserve more than reactive support. You'll own it. Salary: $110,000 – $140,000 + bonus + early-stage equity Location: Fully remote (EST timezone required) Why we need you Our customer base spans digital health platforms, wearable companies, and health systems – and we’re growing fast in all three. Our CS team is great, but we’re stretched; the reactive work gets done: onboarding questions, troubleshooting, support coordination. The proactive work is where we’re falling behind, especially in our Tier 4 segment: roughly 100 smaller accounts that don’t have a dedicated CSM, mostly hear from us when they file a support ticket, and are under-utilizing what Junction can do for them. In this role, you'll build our scaled CS motion from the ground up. You’ll own the Tier 4 segment end-to-end – not by running 100 sets of QBRs, but by designing the programs, queues, and plays that get every one of those customers to value. Think of it as part CSM, part lifecycle marketer, part operator: you’ll decide which signals matter, build the triggers and sequences that act on them, write the content, and step in 1:1 where it counts. You’ll spot the accounts that are ready for more and route them to Sales or a named CSM, and catch the ones drifting before they churn. You’ll also need to genuinely enjoy learning how things work. Junction’s product is technical – APIs, data integrations, health data workflows – and the best person for this role is curious about that, not intimidated by it. You’ll work closely with our CS Leader and feed directly into product and engineering with what you’re hearing from customers. What you’ll be doing day to day Own our Tier 4 segment: ~100 accounts, through a pooled, one-to-many model Build proactive motions that scale: onboarding sequences, feature-adoption campaigns, webinars and office hours, health-based plays, and renewal outreach Dig into our API docs and product releases to find the features Tier 4 customers aren’t using yet, and turn them into campaigns that drive adoption Design and run the queue: define the signals (usage, tickets, renewal dates, engagement) that put an account into a play, and the process that makes sure nothing slips Partner with our CS Leader on content and channels, and with Support on recurring ticket themes you can get ahead of Identify expansion and risk signals across the segment and route them to Sales or a named CSM with the right context Use AI and automation to multiply your coverage – and know where a human touch still matters Be the voice of the long tail internally. Bring patterns from 100 accounts to product and engineering in a way they can act on What we’re looking for CS experience: 2+ years in customer success, specifically in a scaled, pooled, or digital CS model (or lifecycle/growth marketing for a technical product). You’ve covered 75+ accounts at once and built the system that made it work. Early-stage background: You’ve worked at a Seed through Series C company. Things were ambiguous, processes were still being built, and that energized you rather than frustrated you. High agency: You don’t wait to be told what needs doing; you spot problems and act. You have examples of things you went after in a previous role that nobody asked you to do. Programmatic thinking: You think in segments, triggers, and plays. When you see the same problem three times, you build something so you never solve it by hand again. Commercial instinct: You can spot an expansion or renewal-risk signal in an account you haven’t spoken to in months, and you know what to do with it – run the renewal yourself or hand it to Sales with everything they need. Clear writing: Much of your customer contact will be written – emails, guides, in-app messages. You can explain a technical feature to a developer and to a head of ops, briefly and clearly. Adaptability: You read the room quickly and flex your approach. A technical founder and a VP of operations need completely different conversations, and you know how to have both. Technical curiosity: You’ve worked with a technical product – APIs, developer tools, data platforms, or similar – and you actually enjoyed getting into how it works. You have a method for learning things you don’t understand yet. What this role isn’t You want a fully defined playbook from day one – there isn’t one for scaled CS here yet; you’ll write it You want a small book of deep 1:1 relationships – this role wins through programs and systems, with 1:1 time saved for where it counts You prefer reactive CS – most of the value in this role comes from going out and making things happen, not responding to inbound You’re not interested in the commercial side – spotting expansion, running renewals at scale, and routing the right accounts to Sales are part of the job You want to specialize – you’ll write content, build automations, analyze data, and get on calls, often in the same week Technical products make you uncomfortable – Junction’s API-first platform requires genuine curiosity about how things work, not just a surface-level understanding How we measure success The metrics that matter most for this role: Gross and net revenue retention across the Tier 4 segment Adoption of the features and workflows your programs target Coverage: % of Tier 4 accounts with a meaningful proactive touch each quarter Time-to-value (TTV) for new Tier 4 customers Expansion pipeline sourced and accounts graduated to a higher tier Program performance: engagement, conversion, and reduction in repeat ticket themes Your salary is dependent on your location and experience level Equity (extended exercise post 2 years of employment) Company and team offsites Monthly learning budget of $150 for personal development and productivity $100 monthly wellness budget Flexible, remote-first working, including $1K for home office equipment Coworking budget 36 days paid time off (including bank holidays) Premium healthcare coverage 4% monthly contribution to pension/401k Yearly blood test on us Enhanced parental, foster, and adoption leave Important details before applying: We only hire folks physically based in GMT and EST timezones We do not sponsor visas right now given our stage #J-18808-Ljbffr Junction