Customer Success Manager

You: 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

Us: A CS team of 4 managing ~40 accounts each, scaling into new segments and raising the bar on how we serve customers

Our 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.

This 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.

You’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.

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

The metrics that matter most for this role:

Renewal rate across your book of business

Expansion revenue from upsells and cross-sells

Time-to-value (TTV) for new customers – how quickly they hit their first milestone

Customer satisfaction (NPS/CSAT) across your accounts

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.

You 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.

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

Salary: $110,000 – $140,000 + equity

Your salary is dependant on your location and experience level, generated by our salary calculator. Read more in our handbook here.

Generous early stage options (extended exercise post 2 years employment)

Regular in person offsites, last were in Morocco and Tenerife

Bi-weekly team happy hours & events remotely

Monthly learning budget of $300 for personal development/productivity

Flexible, remote-first working - including $1K for home office equipment

25 days off a year + national holidays

Healthcare cover depending on location

Backend Stack: Python (FastAPI), Go, PostgreSQL, Google Cloud Platform (Cloud Run, GKE, Cloud BigTable, etc), Temporal Cloud

Frontend Stack: TypeScript, Next.js

API docs are here: https://docs.junction.com/

Company handbook is here with engineering values + principles

We only hire folks physically based in GMT and EST timezones - more information here.

We do not sponsor visas right now given our stage