Customer Success Manager

January AI:

Founded by veteran business executive, Noosheen Hashemi, and Director of Genomics and Personalized Medicine at Stanford University, Dr. Michael Snyder, January AI is the first “precision health” company that combines continuous glucose monitoring along with heart rate, sleep, activity and food tracking, to enable you to see the impact of your diet and exercise on your body in real-time. 

We help you understand your personal metabolic health, i.e. how your body metabolizes food, and make simple changes to avoid serious health issues down the road. The need for this has never been greater: 1 in 3 adults in the US are now pre-diabetic, and 80% are not even aware of it. January’s app and continuous glucose monitor gives you immediate insights on your diet and blood sugar levels, and provides personalized recommendations on how to adjust your diet and activity to improve your overall metabolic wellbeing. We help you build better habits in just 30 days.

At January AI, we believe that every day is January 1st, that every day is a fresh start. We believe that health isn’t a place you reach, but the simple process of understanding your body and doing just a little better than yesterday. 

January AI is backed by Marc Benioff (CEO and founder of Salesforce), Jerry Yang (founder of Yahoo), and Steve Chen (founder of YouTube), among others.

Recent coverage: STAT, TechCrunch, New York Times, Wall Street Journal, Financial Times, and VentureBeat.

Job Description:

January’s Customer and Team Success Manager is a key member of our team, ensuring that our customers are having the best possible experience with our product, collecting customer feedback to put back into product development, building systems to improve operations, being the face of the company with partners, running dashboards and team events. There are opportunities to learn across Product, Marketing, Engineering and more. And everyone will help you succeed.

As our business grows, this role may grow to include a number of direct reports.

Key Responsibilities

Customer Success (Primary)

Be personally responsible to grow and solidify January’s relationship with our customers.

Manage all Customer Tickets through Freshdesk for both January and Eden’s products.

Respond to customer tickets.

Categorize tickets. 

Report on trends in customer experience.

Reporting on CSAT, Response Time, and other support metrics. 

Build and enhance dashboards for reporting.

Employ your technical foundation in troubleshooting and triaging customer issues to fully qualify customer reports. You’ll use tools such as Instabug, Stripe, inhouse admin tools, and technical skills such as log analysis to reproduce and ensure rapid resolution of customer issues.

Track Engineering tickets through Jira, keeping engineering and the customers abreast of developments.

Document Customer Success processes and ensure they are followed. Drive adoption and adaption of these processes as the business changes.

Collaborate with the Engineering team to ensure proper triage, prioritization, and investigation of customer issues.

Manage and track Continuous Glucose Monitor (CGM) refills and replacements

Order and coordinate shipment of CGMs needed for VIPs and internal testers

External and Internal Partnerships

Manage and track relationship with our integrated pharmacy to support customer prescription fulfillment

Collaborate with Head of Organic Marketing to answer questions related to January’s supplement product, Eden’s

Collaborate with Finance department to reconcile pharmacy charges with orders

Team Engagement and Support

Order meals and supply meetings with snacks and beverages as needed (primarily coordinate Tuesday team lunches in the office)

As requested, order gifts for recruiting, thank yous, and holidays, including gift cards for employees we celebrate.

Pick up and distribute mail and package deliveries to the proper recipients

Manage physical items within the company including patches (CGM covers) and swag such as t-shirts and hoodies.

Manage the inventory and fulfillment process for laptops and other hardware, including facilitating any returns necessary.

Experience we especially value

Supporting end users of a software product, especially a phone app.

Strong written communication skills. Most support is through email.

Strong verbal communication skills. Collaboration will be key!

Demonstrated experience establishing and operating support processes.

Logistics

Full time

$75,000 - $125,000 base plus equity

Location: SF Bay Area. Tuesdays in our Menlo Park office.

Reports to/supervisor: VP of Engineering (CJ Bridges)

January AI is a precision health company innovating at the intersection of two of the biggest trends in the world: AI and diabetes. We began developing a generative AI in 2018 to predict blood glucose levels, and have spent over 5+ iterating our models and gaining clinical validation. We were just published in npj Digital Medicine and have been covered in STAT, TechCrunch, New York Times, Wall Street Journal, Financial Times, and VentureBeat.

Our world class team comes from Google, Oracle, NASA, LongWalks, Vital Proteins and more. At January, we believe every day can be January 1. Each of us faces many health decisions each day; January AI is the digital companion that gets to know our customers over time and helps them to make the right decisions, and live their healthiest, longest lives. 

We'd love to hear from you!

January is an equal-opportunity employer.

We are a diverse team committed to creating an inclusive environment for all employees.

Our HQ office is in sunny and beautiful downtown Menlo Park, CA, within walking distance to Caltrain and local cafes and restaurants.

Our team collaborates in real-time during standard working hours Pacific Time.

Local or West Coast-based candidates are preferred.

Benefits and Perks of working Full-time at January include: Competitive salary and equity packages; 401k with corporate matching; Health, dental, vision, life and AD&D insurance; Commuter benefits.  

Base salary will depend on skills, qualifications, experience, and location.

We do not accept third-party solicitation for employment.