USD per year
Customer Success Manager (Proactive Posting)
- Own a portfolio of 25–40 accounts across digital health and mid-market segment.
- Run onboarding for new customers and get them to their first meaningful milestone quickly.
- Conduct quarterly business reviews that are useful and move things forward.
- Proactively identify upsell and cross-sell opportunities and collaborate with sales to close them.
- Build a pulse on account health using usage data, engagement signals, renewal risk; address problems early.
- Act as the voice of customers internally; bring feedback to product and engineering teams for action.
- Help define what great customer success looks like for wearable and digital health customers.
- Provide input on how AI tools can improve customer success work; company has budget to build this.
Day-to-day responsibilities include managing onboarding, renewals, expansions, QBRs, upsells, account health monitoring, internal feedback loops, and shaping CS processes. The role requires commercial confidence in pricing and renewal conversations, adaptability to different customer personas, technical curiosity about APIs and data integrations, high agency to act proactively without being told, and experience managing 20–50 accounts end-to-end. This is a proactive posting; the role is not currently open but Junction plans to hire in the future. Location: Fully remote (US EST timezone required). Salary: $120K – $150K base + bonus + equity. Additional benefits include equity after 2 years, company offsites, learning budget ($150/month), wellness budget ($100/month), flexible remote work with $1K home office equipment allowance, coworking budget, 36 days paid time off including bank holidays, premium healthcare coverage, 4% pension/401k contribution, yearly blood test, enhanced parental/foster/adoption leave. Important notes:
- Must be physically based in GMT or EST timezones.
- No visa sponsorship currently.
- The role involves owning commercial conversations (renewals, upsells).
- The role is proactive rather than reactive customer success.
- Requires comfort with technical products (API-first platform).
Metrics for success:
- Renewal rate across book of business
- Expansion revenue from upsells/cross-sells
- Time-to-value for new customers
- Customer satisfaction (NPS/CSAT)
What this role isn’t:
- Not a fully defined playbook from day one; candidate will help build it.
- Not reactive CS only.
- Not avoiding commercial conversations.
- Not specializing narrowly; covers onboarding through expansion and feedback loops.
- Not suitable if uncomfortable with technical products.
Junction provides a unified API integrating 300+ wearables and a nationwide lab network to streamline lab operations and build lab testing experiences across all 50 states. Their platform offers flexible lab testing options (in-person, at-home, hybrid), automated workflows with dedicated operations support, transparent pricing with no test up charges, and continuous device data monitoring converting raw outputs into actionable insights. They serve virtual-first & digital health clinics, consumer diagnostics & wellness platforms, and EHRs/EMRs & healthcare SaaS, enabling scaling of lab operations without scaling ops teams.
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