Scaled Customer Success Manager
New
J
JunctionHealthcare technology
US East Coast only, EST timezone required; physically based in GMT and EST timezonesFull-TimeManager
Salary$110,000 – $140,000 + bonus + early-stage equity
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Job Details
- 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
- Required Skills
- Customer Success
Requirements
- Have 2+ years of experience in customer success, specifically in a scaled, pooled, or digital CS model, or in lifecycle/growth marketing for a technical product.
- Have covered 75+ accounts at once and built systems to support that coverage.
- Have worked at a Seed through Series C company.
- Think in segments, triggers, and repeatable plays rather than solving recurring problems manually.
- Be able to identify expansion and renewal-risk signals and take appropriate action or hand off accounts to Sales.
- Write clear, concise customer emails, guides, and in-app messages that explain technical features to developers and operations leaders.
- Adapt conversations to different stakeholders, including technical founders and operations leaders.
- Have experience with a technical product such as APIs, developer tools, or data platforms, and be curious about how it works.
- Be physically based in the US East Coast, as specified in the role location.
Responsibilities
- Own the Tier 4 segment of about 100 accounts through a pooled, one-to-many model.
- Build scalable onboarding sequences, feature-adoption campaigns, webinars, office hours, health-based plays, and renewal outreach.
- Review API documentation and product releases to identify underused features and create adoption campaigns.
- Define usage, ticket, renewal, and engagement signals that trigger account plays, and run the process queue.
- Partner with the CS Leader on content and channels and with Support on recurring ticket themes.
- Identify expansion and risk signals and route accounts to Sales or a named CSM with relevant context.
- Use AI and automation to extend customer coverage while applying human outreach where it matters.
- Bring customer patterns to product and engineering teams in an actionable form.
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