{"id":483652,"url":"https://alion.io/job/junction-customer-success-manager-proactive-posting","title":"Customer Success Manager","company":{"id":4656,"name":"Junction","domain":"junction.com","url":"https://alion.io/company/junction","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"UTC-5 – UTC+0","utc_offset_min":-5,"utc_offset_max":0},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":120000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-27T17:25:11Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-28T17:05:38Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"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.\nJunction 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.\nIf you're passionate about how technology can supercharge healthcare, you’ll fit right in.\nBacked 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.\nShort on time? TL;DR\nYou: A high-agency CSM who makes things happen without being asked, is comfortable in commercial conversations, and gets genuinely energized by a technically complex product in a mission-driven space\nUs: A CS team of 5 managing ~40 accounts each, scaling into new segments and raising the bar on how we serve customers\nSalary: $120,000 - $150,000 base + bonus + equity\nLocation: Fully remote (US EST timezone required)\nWhy we need you\nOur 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 - so we’re on the path to make shifts. The reactive work gets done - onboarding questions, troubleshooting, support coordination. The proactive work is where we’re falling behind: running useful QBRs, spotting expansion opportunities, and catching churn risks early.\nThis hire is about adding someone with real horsepower. You’ll own a focused book of business - primarily in our digital health segment - from onboarding all the way through renewal and expansion. You’re comfortable in commercial conversations: talking about pricing, pushing on upsell opportunities, and making the case for value when a customer is on the fence. You adapt your approach depending on who you’re talking to - a technical founder needs a completely different conversation than a head of ops, and you can tell the difference quickly.\nYou’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.\nWhat you’ll be doing day to day\nOwn a portfolio of 25-40 accounts across our digital health and mid-market segment\n\nRun onboarding for new customers and get them to their first meaningful milestone as quickly as possible\n\nConduct quarterly business reviews that are actually useful - not just status updates, but conversations that move things forward\n\nProactively identify upsell and cross-sell opportunities and work with our sales team to close them\n\nBuild a real pulse on account health - usage data, engagement signals, renewal risk - and get ahead of problems before they become urgent\n\nBe the voice of your customers internally. Bring patterns, feedback, and frustrations to product and engineering in a way they can act on\n\nHelp define what great CS looks like for wearable and digital health customers - this is still evolving and you’ll have a real hand in shaping it\n\nBring a point of view on how AI tools can make CS work faster and smarter - we have budget and appetite to build this into how the team operates\n\nHow we measure success\nThe metrics that matter most for this role:\nRenewal rate across your book of business\n\nExpansion revenue from upsells and cross-sells\n\nTime-to-value (TTV) for new customers - how quickly they hit their first milestone\n\nCustomer satisfaction (NPS/CSAT) across your accounts\n\nWhat we’re looking for\nHigh agency: You don’t wait to be told what needs doing. You spot problems, form a view, and act. You have examples of things you went after in a previous role that nobody asked you to do.\n\nCommercial confidence: You’re comfortable having pricing and renewal conversations directly. You know how to make the case for value, push on upsell opportunities, and hold a number without hiding behind ‘I’ll loop in sales.’\n\nAdaptability: 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.\n\nTechnical 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.\n\nCS experience: 3-6 years owning accounts end-to-end. You’ve managed 20-50 accounts at a time and know how to stay on top of them without things slipping.\n\nEarly-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.\n\nBring a point of view on how AI tools can make CS work faster and smarter - we have budget and appetite to build this into how the team operates.\n\nYou don’t need to tick every box to fit in here. If the problems we’re solving genuinely interest you and you know you can contribute, we’d love to talk.\nWhat this role isn’t\nYou want a fully defined playbook from day one - we’re still building ours and you’ll have a hand in writing it\n\nYou prefer reactive CS - most of the value in this role comes from going out and making things happen, not responding to inbound\n\nYou’re not comfortable owning commercial conversations - renewals, upsells, and pricing discussions are part of the job, not something to escalate away\n\nYou want to specialize - you’ll touch onboarding, retention, expansion, and internal feedback loops, often in the same week\n\nTechnical products make you uncomfortable - Junction’s API-first platform requires genuine curiosity about how things work, not just a surface-level understanding\n\nYour salary is dependent on your location and experience level\n\nEquity (extended exercise post 2 years of employment)\n\nCompany and team offsites\n\nMonthly learning budget of $150 for personal development and productivity\n\n$100 monthly wellness budget\n\nFlexible, remote-first working, including $1K for home office equipment\n\nCoworking budget\n\n36 days paid time off (including bank holidays)\n\nPremium healthcare coverage\n\n4% monthly contribution to pension/401k\n\nYearly blood test on us\n\nEnhanced parental, foster, and adoption leave\n\nImportant details before applying:\nWe only hire folks physically based in GMT and EST timezones\n\nWe do not sponsor visas right now given our stage","description_format":"text","description_chars":6803,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Medical 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