Head of Customer Success

Junction provides infrastructure for healthcare organizations, making patient data accessible, actionable, and automated across lab testing and device integrations. Our mission is to reduce the cost of managing chronic disease by two orders of magnitude.

Healthcare is in a crisis, help us fix this for the humans behind the results. With more and more data being collected from wearables, lab tests and patient-doctor conversations, we’re entering an era where data is abundant. We need people like you who are passionate about how technology can supercharge healthcare.

We’ve got some of the greatest hearts and minds from Babylon, Ro Health, SpaceX, Instacart and Monzo - working to solve one of the biggest challenges of our time: making personalized, proactive, and affordable healthcare a reality. Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re connecting millions already.

🏃🏼 Short on time? Summary below

• Who you are: A mission driven, experienced Customer Success leader in healthcare

• Ownership: Build, scale and lead a world class Customer Success team focused on value, relationships and growth

• Us: We’re on a mission to 100x decrease the cost to predict, diagnose and manage chronic disease. Team Junction is now 32, remote-first across EST and GMT.

• Salary: $180K - $210K depending on location and experience

• Reports to: CEO

• Time zone: You need to be physically based in EST state

Why we need this role

Our incredible Head of Customer Success, Naiara and first employee of Junction, is transitioning into a new role within the company, so we’re searching for a Customer Success leader to build on a strong foundation and take the team to next level as we enter a critical growth phase. This is a leadership position, reporting into the CEO.

What you’ll be owning

You’ll be building, scaling and leading a world class Customer Success team focused on value, relationships and growth. The Customer Success team is now 4 folks strong with Isabel, Evan, Audrey and Shani. You'll be directly responsible for our customer experience, success outcomes, renewals, and growth as we continue to scale - fast.

What you’ll be doing day to day

• Owning Customer Success at Junction: Define and lead the strategy across onboarding, implementation, adoption, renewals and growth

• Build and lead our high-performing team: Hire, coach, and manage a team that serves a book of 30–50 complex accounts across digital health SMB, enterprise and health systems

• Design and implement systems: Build on our existing Customer Success processes, tooling, playbooks, and success plans - balancing high-touch and tech-touch models

• Be customer-obsessed, but commercially smart: Work closely with customers to understand their needs, but stay grounded in value delivery and sustainable growth

• Turn insights into action: Partner with Boris in Product to surface customer feedback and inform our go-to-market strategy with Eric in Sales

• Drive expansion through value: Help customers realize the full power of our platform - growing through aligned value, not upselling for its own sake

• Set and monitor metrics: Build a strong data and reporting foundation. Dig into product usage, health scores, NPS, and expansion metrics to drive decisions.

What this role isn’t responsible for but can contribute to

• Operations as a whole is owned by Aditya, involving pr