Junction

Customer Success Manager

Junction

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $110,000 - $140,000 per year

About the role

  • 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

Requirements

  • 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.
Benefits
  • Generous early stage options (extended exercise post 2 years employment)
  • Regular in person offsites, last were in Morocco and Tenerife
  • Bi-weekly team happy hours & events remotely
  • Monthly learning budget of $300 for personal development/productivity
  • Flexible, remote-first working - including $1K for home office equipment
  • 25 days off a year + national holidays
  • Healthcare cover depending on location
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer successonboardingbusiness reviewsupsellingcross-sellingdata analysisengagement metricsrenewal risk assessmenttechnical product knowledge
Soft Skills
high agencycommercial confidenceadaptabilitytechnical curiosityproblem-solvingcommunicationcustomer advocacyrelationship buildingstrategic thinkingproactive approach