Scaled Customer Success Manager

EDT / EST (US East Coast only), Remote. Posted 11 days ago

The role

You will build and own the scaled customer success motion for the Tier 4 segment of approximately 100 accounts. You will design programs, triggers, and sequences to drive feature adoption and retention through a pooled, one-to-many model.

What you will do

Own the Tier 4 segment of ~100 accounts through a pooled, one-to-many model
Build proactive motions including onboarding sequences, feature-adoption campaigns, webinars, and renewal outreach
Analyze API docs and product releases to create adoption campaigns
Design and run the queue by defining signals like usage, tickets, and renewal dates
Partner with the CS Leader on content and Support on recurring ticket themes
Identify expansion and risk signals and route them to Sales or a named CSM
Use AI and automation to multiply coverage
Bring patterns from accounts to product and engineering teams

Required qualifications

2+ years in customer success, specifically in a scaled, pooled, or digital CS model or lifecycle/growth marketing for a technical product
Experience covering 75+ accounts at once
Experience at a Seed through Series C company
High agency
Programmatic thinking
Commercial instinct
Clear writing
Adaptability
Technical curiosity with experience in technical products like APIs, developer tools, or data platforms

Benefits

Equity (extended exercise post 2 years of employment)
Company and team offsites
Monthly learning budget of $150
$100 monthly wellness budget
Flexible, remote-first working
$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
Enhanced parental, foster, and adoption leave

Before you apply

We only hire folks physically based in GMT and EST timezones
We do not sponsor visas right now

About the company

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices.