[Hiring] Scaled Customer Success Manager @Junction

Role Description

Healthcare is in crisis and the people behind the results deserve better. 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: use health data to unlock unprecedented insight into human health and disease.

If you're passionate about how technology can supercharge healthcare, you’ll fit right in.

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.

• 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

Qualifications

• 2+ years in customer success, specifically in a scaled, pooled, or digital CS model (or lifecycle/growth marketing for a technical product)
• Experience covering 75+ accounts at once and built the system that made it work
• Worked at a Seed through Series C company
• High agency: proactive in spotting problems and acting on them
• Programmatic thinking: ability to think in segments, triggers, and plays
• Commercial instinct: ability to spot expansion or renewal-risk signals
• Clear writing: ability to communicate technical features clearly
• Adaptability: ability to flex approach based on audience
• Technical curiosity: enjoyment in working with technical products

Requirements

• Salary: $110,000 – $140,000 + bonus + early-stage equity
• Location: Fully remote (EST timezone required)

Benefits

• 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