Change Management Specialist

Customer Success Specialist

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 work directly alongside our Head of Customer Success and 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 B2B SaaS project and workflow management platform, then stay close to those customers as their primary support resource. Over time, you’ll take on increasing ownership across both functions.

This is an ideal role for someone who is naturally curious, thrives in a variety of tasks, and genuinely cares about the people they’re working with — not just the ticket queue.

• 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 product requests and bug tickets, 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

In your first 6 months, you’ll ramp up across all three areas with increasing autonomy:

• Month 1–2:
  Contributing to Documentation & Academy content, identifying documentation gaps, and proactively flagging customer health trends. Responding to customer conversations, testing bug tickets, and clarifying product requests.
• Month 3–4:
  Shadowing onboardings, learning the platform deeply, handling tier-1 support tickets with guidance
• Month 5–6:
  Running onboardings independently with light oversight, owning your own support queue

• 0–3 years of experience in a customer-facing role, customer success, support, implementation, account management, or similar
• Excellent written and verbal communication skills; you write clearly and adapt your tone for different audiences
• Strong organizational instincts, you can manage multiple customers and tasks without dropping the ball
• Genuine curiosity about how software works and how people use it in their day-to-day work
• Comfortable in ambiguity, this is a small team and the role will evolve; you’re energized by that, not unsettled
• A collaborative, low-ego approach — you work well across teams and don’t need the spotlight to feel effective
• Familiarity with B2B SaaS platforms, project management tools, or workflow software is a plus…