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 use health data to unlock unprecedented insights about health and disease.

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, process minded Customer Success leader who is obsessed with product success for customers

• Ownership: Define, build, scale and lead our Customer Success team focusing on implementation and product success

• Metric ownership: Net revenue retention + time to value

• 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: Benchmarked based on location and experience

• Time zone: Remote first but you're based in a 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 to our CEO, Maitham.

What you’ll be owning

Customer Success at Junction, currently focused on implementation and product success - making sure our customers are getting the value they deserve from the product. Our sales team is focused on new and expansion revenue and our operations team focusing on supporting customers with operational queries. Your role will be to focus on product optimisation, making sure that our customers recognise the value our product can bring them and their patients.

You’ll be defining, building, leading and then scaling our Customer Success team. The team is now four folks strong with Isabel, Evan, Audrey and Shani.

What you’ll be doing day to day

• Defining how Junction’s Customer Success function adds the most value to customers, focusing on impact metrics to drive results - building out handoffs between sales, support and product

• Building tech-first onboarding processes to decrease time to value and manual work for the team

• Monitoring customer health (NPS), usage metrics and building process so that churn is prevented

• Unblocking and coaching the Customer Success team to multiply your impact and develop the team to do their best work

• Building processes to help us listen to our customers to understand the biggest challenges with the product today and prioritising this with product effectively

• Collaborating with our lab vendors to make sure value is being shared to our customers and issues are being resolved in a productive, efficient way

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

• Product Operations + Customer Support is owned by Operations

• Renewal, new business and expansion revenue is owned by Sales

Who we’re looking for

• You’re deeply passionate about fixing healthcare and are personally driven by our mission

• You have defined, built and scaled Product / Customer Success teams at early stage, in Series A to C environments - you’re a builder, hands on but know the right amount of process as we scale

• You think in systems, structure and process - always using tech to build solutions that scale

• You are highly analytical - you can dig deep into data yourself to pull out insights

• You can navigate difficult conversations in an empathetic, pragmatic way with both customers and vendors

• Nice to have: you have several years experience navigating the US healthcare system

How we’ll get to know you

1. Initial call with Beth - 30 minutes

2. Behavioural interview with Maitham - 45 minutes

3. Mock customer call - Boris, Isabel and Kiana - 60 minutes

4. Strategy workshop in person - Maitham, Boris or Aditya - 90 minutes

Compensation

• Salary: Benchmarked based 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

Oh and before we forget:

• Our API docs are here

• Our tech stack is: Python(Fast API), Go, Typescript, React, React Native, GCP.

Important details before applying:

• We only hire folks physically based in EST timezones for the majority of US based roles - more information here.

• We do not sponsor visas right now given our stage