Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient–doctor interactions, we’re entering an era where data is abundant.

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: build the infrastructure that makes predictive, personalized care possible.

If you're passionate about how technology can supercharge healthcare, you’ll fit right in.

Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast.

Short on time? TL;DR

You: A high-agency Scaled CSM who thinks in systems, not just accounts – someone who can turn a long tail of ~100 customers into repeatable, proactive motions, and who gets genuinely energized by a technically complex product in a mission-driven space

Us: A CSM team of 5 managing ~40 named accounts each and a Tier 4 segment of ~100 accounts that deserve more than reactive support. You'll own it.

Salary: $110,000 – $140,000 + bonus + early-stage equity

Location: Fully remote (EST timezone required)

Why we need you

Our customer base spans digital health platforms, wearable companies, and health systems – and we’re growing fast in all three. Our CS team is great, but we’re stretched; the reactive work gets done: onboarding questions, troubleshooting, support coordination. The proactive work is where we’re falling behind, especially in our Tier 4 segment: roughly 100 smaller accounts that don’t have a dedicated CSM, mostly hear from us when they file a support ticket, and are under-utilizing what Junction can do for them.

In this role, you'll build our scaled CS motion from the ground up. You’ll own the Tier 4 segment end-to-end – not by running 100 sets of QBRs, but by designing the programs, queues, and plays that get every one of those customers to value. Think of it as part CSM, part lifecycle marketer, part operator: you’ll decide which signals matter, build the triggers and sequences that act on them, write the content, and step in 1:1 where it counts. You’ll spot the accounts that are ready for more and route them to Sales or a named CSM, and catch the ones drifting before they churn.

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.

What you’ll be doing day to day

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

What we’re looking for

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.