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 product operations with our lab testing product for walk in, at home and test kit tests
• Customer Support is owned by Eliot, you will work closely together on how to build an impeccable customer experience
• Sales is owned by Eric, currently we have no OTE incentives for the Success team - we’re focused on retention, product utilisation and onboarding success

Who we’re looking for

• You’re deeply passionate about fixing healthcare for millions of people
• You have several years experience navigating the US healthcare system with a technical product
• Early stage environments (Series A - C) is where your experience has been - you’re a builder, hands on but know the right amount of process as we scale
• You’ve built and scaled Customer Success teams for customers across SMB and enterprise. You have strong opinions on how to build a world class success function.
• You’ve personally built systems, playbooks, and tooling from scratch - you love getting hands-on
• You dive deep into customer usage data, retention, and engagement patterns - you’re completely data driven
• Someone who understands value-based growth - you help customers grow by solving problems, not selling features

How we’ll get to know you

1. Initial call with Beth - 30 minutes
2. Behavioural interview with Maitham and Boris - 60 minutes
3. Mock customer call - Eric, Boris, Isabel - 60 minutes
4. Strategy workshop in person - Maitham, Boris or Aditya - 90 minutes

Compensation

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

• Your salary is dependant on your location and experience level, generated by our salary calculator. Read more in our handbook here.

• Generous early stage options (extended exercise post 2 years employment) - you will receive 3 offers based on how much equity you'd like

• Regular in person offsites, last were in Morocco and Tenerife

• Bi-weekly team happy hours & events remotely

• Monthly learning budget of $300 for personal development/productivity

• Flexible, remote-first working - including $1K for home office equipment

• 25 days off a year + national holidays

• Healthcare cover depending on location

• New laptop

How we’ll get to know you

1. Initial call with Beth - 30 minutes
2. Behavioural interview with Maitham and Boris - 60 minutes
3. Mock customer call - Eric, Boris, Isabel - 60 minutes
4. Strategy workshop in person - Maitham, Boris or Aditya - 90 minutes