Scaled Customer Success Manager

Junction

3d•$110,000 - $140,000•Remote

About The Position

Junction is hiring a Scaled Customer Success Manager to build its scaled customer-success motion and own a Tier 4 segment of approximately 100 smaller accounts through a pooled, one-to-many model. The role focuses on helping customers realize value through proactive, repeatable programs rather than relying mainly on reactive support or individual account reviews. The successful candidate will design customer programs, queues, and plays; identify relevant account signals; create campaigns and content; and provide one-to-one support when it has the greatest impact. They will also identify expansion opportunities and churn risks, routing accounts to Sales or a named CSM when appropriate. The role requires curiosity about Junction’s technically complex, API-first diagnostic healthcare product, including data integrations and health-data workflows. The Scaled CSM will work closely with the CS Leader, Support, Product, and Engineering, bringing actionable patterns and customer feedback from the long-tail segment to internal teams. The role is fully remote, with candidates required to be physically based in GMT or EST time zones; EST is specified in the role summary. Visa sponsorship is not available at this time. Compensation is $110,000–$140,000, dependent on location and experience, plus bonus and early-stage equity. The role’s success is measured by revenue retention, feature and workflow adoption, proactive account coverage, time-to-value, expansion pipeline and account progression, and program engagement, conversion, and reduction of repeat ticket themes.

Requirements

At least 2 years of experience in customer success in a scaled, pooled, or digital customer-success model, or in lifecycle/growth marketing for a technical product.
Experience covering 75 or more accounts at once and building systems to support that coverage.
Experience at a Seed through Series C company, in an ambiguous environment where processes were still being built.
Demonstrated initiative and ability to identify and address problems without waiting for direction.
Ability to design programs using segments, triggers, and repeatable plays rather than repeatedly resolving the same issues manually.
Commercial judgment, including identifying expansion and renewal-risk signals and knowing whether to manage an opportunity or route it to Sales.
Clear, concise writing skills for customer communications such as emails, guides, and in-app messages, including the ability to explain technical features to different audiences.
Adaptability in conversations with different customer stakeholders, including technical founders and operations leaders.
Experience with a technical product such as APIs, developer tools, or data platforms, and genuine curiosity about how it works.
A method for learning unfamiliar technical concepts.
Must be physically based in a GMT or EST time zone; the role summary specifies EST time zone.

Responsibilities

Own the Tier 4 segment of approximately 100 accounts through a pooled, one-to-many customer-success model.
Build scalable proactive motions, including onboarding sequences, feature-adoption campaigns, webinars, office hours, health-based plays, and renewal outreach.
Review API documentation and product releases to identify underused features and develop campaigns to increase adoption.
Design and operate the account queue, defining signals such as usage, support tickets, renewal dates, and engagement, and processes to ensure accounts receive the appropriate play.
Partner with the CS Leader on content and channels, and with Support on recurring ticket themes that can be addressed proactively.
Identify expansion opportunities and risk signals across the segment and route accounts to Sales or a named CSM with relevant context.
Use AI and automation to extend coverage while applying human interaction where it is valuable.
Represent the needs and patterns of long-tail customers to Product and Engineering in an actionable way.
Build the scaled customer-success playbook and programs from the ground up.
Contribute to renewal execution and expansion opportunities across the segment, either directly or by routing accounts appropriately.