{"id":3713596,"url":"https://alion.io/job/junction-scaled-customer-success-manager","title":"Scaled 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":"2026-11-06T05:58:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"UTC-5 – UTC+0","utc_offset_min":-5,"utc_offset_max":0},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":110000,"max":140000,"currency":"USD","period":"year","gross":null,"usd_annual":140000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T21:11:01Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T05:07:38Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"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 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\nUs: 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.\nSalary: $110,000 - $140,000 + bonus + early-stage equity\nLocation: Fully remote (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; 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.\nIn 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.\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 our Tier 4 segment: ~100 accounts, through a pooled, one-to-many model\n\nBuild proactive motions that scale: onboarding sequences, feature-adoption campaigns, webinars and office hours, health-based plays, and renewal outreach\n\nDig 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\n\nDesign 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\n\nPartner with our CS Leader on content and channels, and with Support on recurring ticket themes you can get ahead of\n\nIdentify expansion and risk signals across the segment and route them to Sales or a named CSM with the right context\n\nUse AI and automation to multiply your coverage - and know where a human touch still matters\n\nBe the voice of the long tail internally. Bring patterns from 100 accounts to product and engineering in a way they can act on\n\nWhat we’re looking for\nCS 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.\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\nHigh 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.\n\nProgrammatic 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.\n\nCommercial 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.\n\nClear 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.\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\nWhat this role isn’t\nYou want a fully defined playbook from day one - there isn’t one for scaled CS here yet; you’ll write it\n\nYou 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\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 interested in the commercial side - spotting expansion, running renewals at scale, and routing the right accounts to Sales are part of the job\n\nYou want to specialize - you’ll write content, build automations, analyze data, and get on calls, 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\nHow we measure success\nThe metrics that matter most for this role:\nGross and net revenue retention across the Tier 4 segment\n\nAdoption of the features and workflows your programs target\n\nCoverage: % of Tier 4 accounts with a meaningful proactive touch each quarter\n\nTime-to-value (TTV) for new Tier 4 customers\n\nExpansion pipeline sourced and accounts graduated to a higher tier\n\nProgram performance: engagement, conversion, and reduction in repeat ticket themes\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 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