Customer Success Manager (East Coast)

About the role

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is to use health data to unlock unprecedented insight into human health and disease.

Responsibilities

• 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

Requirements

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

Qualifications

• 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

Skills

• Comfortable in commercial conversations: talking about pricing, pushing on upsell opportunities, and making the case for value when a customer is on the fence
• Adaptable: 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

Benefits

• Salary: $120,000 – $150,000 base + bonus + equity
• Generous early stage options (extended exercise post 2 years employment)
• Regular in-person offsites, last were in Tenerife and Miami
• Monthly learning budget of $300 for personal development and productivity
• Flexible, remote-first working - including $1K for home office equipment
• Monthly budget of $150 to use towards a coworking space
• 25 days off a year + national holidays

Pay

• $120,000 – $150,000 base + bonus + equity

Schedule

• Full-time, remote (EST timezone required)