Customer Success Manager (Proactive Posting)

Junction

3d•$120,000 - $150,000•Remote

About The Position

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is to use health data to unlock unprecedented insight into human health and disease. This is a proactive posting for a future Customer Success Manager role. The ideal candidate is a high-agency CSM comfortable in commercial conversations, energized by a technically complex product in a mission-driven space. The CS team currently manages approximately 40 accounts each and is scaling into new segments. The company is backed by notable investors and is growing rapidly. The role involves owning a focused book of business, primarily in the digital health segment, from onboarding through renewal and expansion. The CSM will be responsible for proactive work such as running QBRs, identifying expansion opportunities, and mitigating churn risks. The product is technical, involving APIs, data integrations, and health data workflows, requiring a curious and adaptable individual. The CSM will collaborate with the CS Leader and provide customer feedback to product and engineering teams.

Requirements

High 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.
Commercial 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.’
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.
CS 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.
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.
Bring 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.
High 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.
Commercial 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.’
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.
CS 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.
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.
Bring 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.

Nice To Haves

You want a fully defined playbook from day one – we’re still building ours and you’ll have a hand in writing it
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 comfortable owning commercial conversations – renewals, upsells, and pricing discussions are part of the job, not something to escalate away
You want to specialize – you’ll touch onboarding, retention, expansion, and internal feedback loops, 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

Responsibilities

Own a portfolio of 25–40 accounts across our digital health and mid-market segment
Run onboarding for new customers and get them to their first meaningful milestone as quickly as possible
Conduct quarterly business reviews that are actually useful – not just status updates, but conversations that move things forward
Proactively identify upsell and cross-sell opportunities and work with our sales team to close them
Build a real pulse on account health – usage data, engagement signals, renewal risk – and get ahead of problems before they become urgent
Be the voice of your customers internally. Bring patterns, feedback, and frustrations to product and engineering in a way they can act on
Help 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
Bring 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