Scaled Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the Tier 4 segment comprising roughly 100 accounts through a pooled, one-to-many approach.

• Develop proactive scaled initiatives, including onboarding sequences, feature-adoption campaigns, webinars, office hours, health-based interventions, and renewal outreach.

• Examine API documentation and product updates to pinpoint underutilized features and devise adoption campaigns.

• Design and manage the queue utilizing usage data, ticket trends, renewal dates, and engagement signals.

• Collaborate with the Customer Success Leader on content creation and communication channels.

• Work alongside the Support team to anticipate and address recurring ticket themes.

• Recognize expansion and risk signals, routing accounts to Sales or a designated Customer Success Manager with relevant context.

• Leverage AI and automation to enhance coverage while applying a personal touch where necessary.

• Advocate for the long-tail customer segment internally and relay actionable insights to Product and Engineering teams.

• Evaluate success based on retention rates, feature and workflow adoption, proactive engagement, time-to-value, expansion pipeline, tier advancement, program participation, conversion rates, and a reduction in recurring ticket themes.

⛳️ Requirements

• Over 2 years of experience in customer success, particularly in a scaled, pooled, or digital customer success model, or lifecycle/growth marketing for a technical product.

• Proven experience managing 75+ accounts simultaneously and developing the systems that facilitated this.

• Background in a company from Seed to Series C funding stages.

• High-agency approach, with demonstrated examples of independently initiated projects.

• Programmatic mindset utilizing segments, triggers, and strategic plays.

• Commercial intuition regarding expansion opportunities and renewal-risk indicators.

• Excellent written communication skills for both technical and operational audiences.

• Ability to adapt to diverse stakeholder needs.

• Familiarity with technical products such as APIs, developer tools, or data platforms.

• Authentic curiosity and a structured approach to learning new technical concepts.

• Must be located in GMT or EST time zones.

• Must not require visa sponsorship; Junction does not provide visa sponsorship.

🏝️ Benefits

• Bonus opportunities.

• Early-stage equity with extended exercise period post 2 years of employment.

• Team and company offsite events.

• A monthly learning budget of $150 for personal growth and productivity enhancement.

• $100 monthly wellness allowance.

• Flexible, remote-first working environment.

• $1,000 allowance for home office equipment.

• Coworking budget available.

• 36 days of paid time off, inclusive of public holidays.

• Comprehensive healthcare coverage.

• 4% monthly contribution to pension/401k plans.

• Annual blood test provided at no cost.

• Enhanced parental, foster, and adoption leave policies.