Customer Success Manager (East Coast)

Junction builds infrastructure that makes diagnostic healthcare data accessible, actionable, and automated across labs and devices. The Customer Success Manager owns a portfolio of digital health and mid-market accounts, guiding customers through onboarding, retention, and expansion while sharing customer insights with product and engineering.

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:

• 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
• EST timezone required
• 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
• We only hire folks physically based in GMT and EST timezones