Scaled Customer Success Manager

Junction

. Own the Tier 4 segment of approximately 100 accounts through a pooled, one-to-many model .

Posted 11/3/2026full-timeRemote • United StatesJuniorMid-Level💰 $110,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success management within a scaled model, focusing on account retention, feature adoption, and proactive engagement strategies. Proficient in utilizing technical products and data-driven insights to drive customer satisfaction and expansion.

Highest-signal resume keywords

Customer Success ManagementAccount Retention StrategiesFeature Adoption CampaignsTechnical Product ExperienceProgrammatic Thinking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessLifecycle MarketingAPI Documentation ReviewData AnalysisCampaign DesignAccount ManagementEngagement SignalsRenewal OutreachAutomation ToolsTechnical Concept Learning

Soft Skills

Clear Written CommunicationAdaptabilityHigh-Agency ApproachGenuine Curiosity

Industry Keywords

Scaled Customer Success ModelPooled Customer SuccessExpansion SignalsRenewal Risk SignalsSeed Through Series C Experience

About the role

Key responsibilities & impact

Own the Tier 4 segment of approximately 100 accounts through a pooled, one-to-many model
Build proactive scaled motions including 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
Design and run the queue using usage, ticket, renewal-date, and engagement signals
Partner with the CS Leader on content and channels
Partner with Support to address recurring ticket themes proactively
Identify expansion and risk signals and route accounts to Sales or a named CSM with context
Use AI and automation to expand coverage while applying human touch where needed
Represent the long-tail customer segment internally and communicate actionable patterns to Product and Engineering
Measure success through retention, feature and workflow adoption, proactive coverage, time-to-value, expansion pipeline, tier graduation, program engagement, conversion, and reduced repeat ticket themes

Requirements

What you’ll need

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 and building the system that made it work
Experience working at a Seed through Series C company
High-agency approach with examples of independently initiated work
Programmatic thinking using segments, triggers, and plays
Commercial instinct around expansion and renewal-risk signals
Clear written communication for technical and operational audiences
Adaptability to different stakeholders
Experience with a technical product such as APIs, developer tools, or data platforms
Genuine curiosity and a method for learning unfamiliar technical concepts
Physically based in GMT or EST timezones
Must not require visa sponsorship; Junction does not sponsor visas

Benefits

Comp & perks

Bonus
Early-stage equity (extended exercise post 2 years of employment)
Company and team offsites
Monthly learning budget of $150 for personal development and productivity
$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 on us
Enhanced parental, foster, and adoption leave