Customer Success Manager (Proactive Posting)

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. *Read this first: this is a proactive posting. The role isn't open today.* *We expect to hire a CSM in the future, we just don't have the headcount signed off yet. Rather than wait and then scramble, we're putting the role out early to meet people we'd want to move quickly quickly with when it does open.* *That means a slower timeline than a normal application and no guarantee at the end of it. If that's not worth your time right now, we completely get it.* **Short on time? TL;DR** **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 6 managing ~40 accounts each, scaling into new segments and raising the bar on how we serve customers **Salary:** $120,000 – $150,000 base + bonus + equity **Location:** Fully remote (US 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 - 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. **What you’ll be doing day to day** - 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 **How we measure success** 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 **What we’re looking for** - **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. *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.* **What this role isn’t** - 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 - 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 - [more information here](https://pages.junction.com/Where-we-hire-and-why-218d9955818e802ca48fd1702948e2e3) - We do not sponsor visas right now given our stage