--- title: 'Scaled Customer Success Manager at Junction' canonical: 'https://feeny.ai/job/scaled-customer-success-manager-junction-us-east-coast-574yt8ptmrke' type: 'job' last_seen: '2026-11-04' --- # Scaled Customer Success Manager at Junction - **Company:** Junction - **Location:** US East Coast - **Compensation:** $110k–$140k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-11-03 - **Last confirmed live:** 2026-11-04 - **Apply:** https://jobs.ashbyhq.com/junction/ad7a7361-b5e5-4472-b50e-09a10bfd297e ## Job 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. Junction 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. If you're passionate about how technology can supercharge healthcare, you’ll fit right in. Backed 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. Short on time? TL;DR: You: 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 Us: 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. Salary: $110,000 – $140,000 + bonus + early-stage equity Location: Fully remote (EST timezone required) ## Why we need you 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; 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. In 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. 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. ## What you’ll be doing day to day - Own our Tier 4 segment: ~100 accounts, through a pooled, one-to-many model - Build proactive motions that scale: onboarding sequences, feature-adoption campaigns, webinars and office hours, health-based plays, and renewal outreach - Dig 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 - Design 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 - Partner with our CS Leader on content and channels, and with Support on recurring ticket themes you can get ahead of - Identify expansion and risk signals across the segment and route them to Sales or a named CSM with the right context - Use AI and automation to multiply your coverage – and know where a human touch still matters - Be the voice of the long tail internally. Bring patterns from 100 accounts to product and engineering in a way they can act on ## What we’re looking for - CS 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. - 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. - High 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. - Programmatic 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. - Commercial 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. - Clear 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. - 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. What this role isn’t - You want a fully defined playbook from day one – there isn’t one for scaled CS here yet; you’ll write it - You 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 - 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 interested in the commercial side – spotting expansion, running renewals at scale, and routing the right accounts to Sales are part of the job - You want to specialize – you’ll write content, build automations, analyze data, and get on calls, 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 ## How we measure success The metrics that matter most for this role: - Gross and net revenue retention across the Tier 4 segment - Adoption of the features and workflows your programs target - Coverage: % of Tier 4 accounts with a meaningful proactive touch each quarter - Time-to-value (TTV) for new Tier 4 customers - Expansion pipeline sourced and accounts graduated to a higher tier - Program performance: engagement, conversion, and reduction in repeat ticket themes - Your salary is dependent on your location and experience level - Equity (extended exercise post 2 years of employment) - Company and team offsites - Monthly learning budget of $150 for personal development and productivity - $100 monthly wellness budget - Flexible, remote-first working, including $1K for home office equipment - Coworking budget - 36 days paid time off (including bank holidays) - Premium healthcare coverage - 4% monthly contribution to pension/401k - Yearly blood test on us - Enhanced parental, foster, and adoption leave Important details before applying: - We only hire folks physically based in GMT and EST timezones - We do not sponsor visas right now given our stage ## About Junction ## Company Overview - **One-liner**: Junction provides a unified API that connects healthcare organizations to nationwide lab networks and 300+ connected devices, streamlining diagnostic data and operations. - **Entity Type**: Private (Series A) - **Headquarters**: New York, United States - **Founded**: 2021 - **Founders**: Maitham Dib ## Core Business - **Industry**: Healthcare technology / Infrastructure (Hospitals and Health Care) - **Target customers**: B2B – digital health clinics, virtual-first care platforms, EHR/EMR providers, consumer diagnostics & wellness companies - **Mission**: “Building better infrastructure to reduce the cost of predicting and managing chronic diseases by 100x.” ([junction.com/app/careers](https://www.junction.com/app/careers)) ## Products & Services - **Unified API for Labs and Devices**: A single integration that enables lab test ordering (walk-in, at-home, mobile phlebotomy across all 50 states) and continuous device data monitoring from 300+ wearables and medical devices. - **Automated Workflows & Operations Support**: Patient reminders, result tracking, exception handling – available 6 days a week to reduce manual administrative work for care teams. - **Lab Testing Infrastructure**: Access to a nationwide lab network (including LabCorp and Quest) with transparent pricing, white-labeled test ordering, kit logistics, and results delivery. - **Device Data Monitoring**: Converts raw device data into clinically relevant insights, with predictive AI insights coming soon. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed. - **Key Metric**: $18M in total funding (Series A, led by Creandum, with participation from Y Combinator, Point Nine, Amino Collective, and Inflect Health). See [junction.com/post/series-a](https://www.junction.com/post/series-a). - **Notable Investors / Partners**: Creandum, Y Combinator, Point Nine, Amino Collective, Inflect Health; customers include Hims, Calm, Superpower, Found, Parsley Health, Evidation. - **Growth Signals**: - Over 6 million lab tests and 3.5 million+ patients served via device data. - Supports 500K+ lab tests annually with 2 million+ connected devices. - Serves 140+ healthcare organizations. - Headcount: ~40+ (spread across EST and GMT timezones); active job postings and quarterly growth of +233% in postings ([linkedin.com/company/junctionapi](https://www.linkedin.com/company/junctionapi)). ## Competitive Advantages - **Single API for labs and devices** – eliminates the need for multiple integrations (typically 6+ months of build work replaced by weeks). - **Nationwide lab coverage** (all 50 states) with built-in compliance (HIPAA, SOC 2 Type II, ISO 27001, GDPR ready). - **Operational support included** – reduces support hours by 62% and engineering costs by an average of $150K per customer. - **White-labeled, embeddable workflows** – allows customers to launch their own diagnostics products quickly without building infrastructure. ## Strategic Focus - **Scale the platform** and expand the API network to enable smarter, more connected patient care. - **Launch predictive AI insights** on continuous device data. - **Grow the team** (actively hiring across engineering, sales, customer success, and people functions) with a remote-first, timezone-specific approach. - **Shift from fragmented systems to a connective infrastructure layer** for labs, devices, and data. ## Why Work Here - **Culture**: Mission-driven, fast-paced startup building foundational healthcare infrastructure. Team of 40+ distributed across EST and GMT timezones. - **Remote / Hybrid**: Remote-first; open roles are tagged by timezone (e.g., EST, GMT) and some positions in NYC Metro are hybrid. - **Notable perks**: Opportunity to impact millions of patient journeys directly; modern tech stack; strong engineering culture focused on speed and quality. - **Values**: “Believe healthcare should look different,” work at “breakneck speed,” and “reduce the cost of predicting and managing chronic diseases by 100x.” ## Sources 1. [junction.com (homepage)](https://www.junction.com/) 2. [junction.com/app/careers](https://www.junction.com/app/careers) 3. [linkedin.com/company/junctionapi](https://www.linkedin.com/company/junctionapi) 4. [junction.com/post/series-a](https://www.junction.com/post/series-a) ## Other roles at Junction - [Customer Support Associate](https://feeny.ai/job/customer-support-associate-junction-philippines-akk7nfh9y73y) — Philippines - [Strategic Finance Lead (Founding)](https://feeny.ai/job/strategic-finance-lead-founding-junction-us-east-coast-7tt2g7evne1b) — US East Coast - [Technical Implementation Analyst](https://feeny.ai/job/technical-implementation-analyst-junction-us-east-coast-qbjq93rwytzr) — US East Coast - [Data Scientist](https://feeny.ai/job/data-scientist-junction-us-east-coast-7vtv3vx5j76x) — US East Coast - [Customer Support Associate](https://feeny.ai/job/customer-support-associate-junction-us-east-coast-7z83p1e1g2da) — US East Coast - [Operations Associate (Proactive Posting)](https://feeny.ai/job/operations-associate-proactive-posting-junction-philippines-eppwt2df63p5) — Philippines - [Customer Success Manager (Proactive Posting)](https://feeny.ai/job/customer-success-manager-proactive-posting-junction-us-east-coast-61dxy8c14rdw) — US East Coast - [External Referral Form](https://feeny.ai/job/external-referral-form-junction-western-european-eastern-time-zones-ytn52xcvvk0f) — Western European + Eastern time zones - [Engineering Manager](https://feeny.ai/job/engineering-manager-junction-united-kingdom-qept2j0mfvw5) — United Kingdom, Portugal, Ireland - [Product Engineer, Support](https://feeny.ai/job/product-engineer-support-junction-us-east-coast-3mxfv4f0s4s7) — US East Coast