Scaled Customer Success Manager

The posting, as Junction wrote it

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

[…]
or 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

Our benefits

• 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