Customer Success Specialist

Customer Success Specialist

Job type:
Full Time
· Department:
Technology & Development
· Work type:
On-Site
· USD 23-27 / hour

Irvine, California, United States

At EKN Engineering, we solve challenging problems with innovative engineering and configurable software solutions. We use an engineering-first approach, combined with data-driven strategies, to improve overall compliance, risk management, and design accuracy tailored to the specific needs of each client.

With decades of experience in engineering, our team of over 170 professionals in Irvine, California is dedicated to building a safer and more efficient tomorrow through engineering and technological innovation.

We’re looking for a Customer Success Specialist to join our growing Customer Success team. This is a foundational role on a small, high-impact team — you’ll play an active part in shaping how our customers experience our platform from their first onboarding session through ongoing day-to-day support.

This role is an even split between implementation and support. You’ll help new customers get up and running on our Utility Management software over.vu, then stay close to those customers as their primary support resource. Over time, you’ll take on increasing ownership across both functions.

• Coordinate and run onboarding sessions for new customers, guiding them through the platform and their specific workflow setup.
• Translate each customer’s existing processes into the over.vu environment, documenting as you go.
• Develop and maintain onboarding documentation, process maps, and progress trackers tailored to each customer.
• Identify feature gaps or needs surfaced during onboarding and route them to the right internal teams.
• Support post-implementation adoption checks at 30 days, tracking whether customers are engaging with released features.

• Respond to customer support tickets and ad-hoc questions with clarity and care, ensuring timely resolution.
• Triage incoming requests, escalating where needed and keeping customers informed throughout.
• Monitor customer health signals and flag at-risk accounts proactively.
• Interpret customer feature requests, advocate for user needs, and communicate roadmap updates back to customers.

• Maintain and update our customer-facing knowledge base (the Academy), including release notes and how-to documentation.
• Write and maintain clear, accurate in-app documentation and user guides.
• Assist in developing training materials that help customers confidently use new and existing features.
• Contribute to process improvement by flagging recurring support patterns and suggesting documentation or product solutions.

• 0–3 years in customer success, project coordination, or project management.
• Strong organizational instincts, and ability to manage multiple customers and tasks simultaneously.
• Excellent problem-solving skills and pattern recognition. The ability to pick up on what a customer is really trying to solve, not just what they literally asked for.
• Ability to break problems down, follow the logic, and find clean solutions in no-code and automation tools.
• Comfortable in Jira, Microsoft Power Automate, or similar workflow and automation platforms.
• Comfortable with autonomy, able to identify what needs to happen next and pursue action.
• Customers trust you to guide them—not just fulfill requests—and you can confidently push back when something will not work while suggesting a better approach.
• Ability to explain complex logic and make customers feel confident, not overwhelmed.

• A small, cross-functional team where your work is visible and your voice matters.
• Direct mentorship from the Customer Success Manager with a clear path to grow your scope.
• Exposure to product, sales, and pre-sales conversations — this role isn’t siloed.
• A culture that values customer relationships over metrics, and long-term success over short-term wins.

At EKN Engineering, you’ll be part of a company that values innovation and accountability and supports our employees' professional growth and personal…