Junction Scaled Customer Success Manager at Junction owning Tier 4 segment of ~100 accounts through scalable, proactive customer success motions. Designs programs and triggers to drive customer value and reduce churn.
Responsibilities
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 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
Qualification
CS experienceEarly-stage backgroundHigh agencyProgrammatic thinkingCommercial instinctClear writingAdaptabilityTechnical curiosityWhat this role isn’tYou want a small book of deep 1
Required
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
