Scaled Customer Success Architect – Remote & Tier-4 Growth

Junction; United States; Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Equity

Home office stipend

Learning budget

Wellness budget

Remote-first flexibility

Pension/401k

Blood tests

Parental leave

PTO 36 days

Job summary

Junction is seeking a high-agency Scaled CSM who thinks in systems, not just accounts—capable of turning a long tail of ~100 customers into repeatable, proactive motions. This is a technically complex product in a mission-driven space.

Join a CS team of 5, own end‑to‑end Tier 4 programs, and design plays that drive value across onboarding, adoption, and renewals. You’ll shape proactive motion and partner with product/engineering to scale impact.

Qualifications

• 2+ years in customer success in a scaled, pooled, or digital CS model (or lifecycle/growth marketing for a technical product).
• Seed through Series C company experience with ambiguity and evolving processes.
• You spot problems and act without being told what to do.

Responsibilities

• Own the Tier 4 segment (~100 accounts) end-to-end with a one-to-many model.
• Build proactive motions: onboarding sequences, feature adoption campaigns, webinars, renewal outreach.
• Analyze API docs and product releases to create campaigns that boost adoption.
• Design and run the queue: define signals and plays to prevent churn.
• Collaborate with CS Leader on content and channels; coordinate with Support on recurring themes.
• Identify expansion/renewal-risk signals and route to Sales with context.
• Leverage AI and automation to scale coverage while preserving human touch.
• Be the voice of the long tail to product and engineering with customer patterns.

Skills

CS experience

Early-stage background

High agency

Programmatic thinking

Commercial instinct

Clear writing

Adaptability

Technical curiosity

Job description

Junction is seeking a high-agency Scaled CSM who thinks in systems, not just accounts—capable of turning a long tail of ~100 customers into repeatable, proactive motions. This is a technically complex product in a mission-driven space.

Join a CS team of 5, own end‑to‑end Tier 4 programs, and design plays that drive value across onboarding, adoption, and renewals. You’ll shape proactive motion and partner with product/engineering to scale impact.