Customer Success Intern

Kahuna Workforce Solutions•Houston, TX

10d

About The Position

Kahuna is on a mission to help enterprises build safer, more capable, and more competitive workforces. Our enterprise SaaS platform serves Fortune 500 organizations in healthcare, energy, and manufacturing, enabling them to validate workforce competency, drive operational readiness, and close critical skills gaps. As a Customer Success Intern, you won’t just observe. You'll own two meaningful projects with real business stakes. One will transform how customers find answers on their own. The other puts you inside a live AI pilot, analyzing data and helping shape whether Kahuna scales AI-assisted support across its enterprise customer base. Your findings go directly to Kahuna leadership at the end of the program. YOUR SUMMER PROJECTS 1. Help Portal Transformation Lead a structured redesign of Kahuna’s customer Help Portal. You’ll audit existing knowledge content, identify gaps in self-service coverage, restructure the content taxonomy for usability, and create or improve articles that enable customers to adopt Kahuna more independently, directly reducing support ticket volume and accelerating time-to-value for new customers. You’ll measure: Support ticket volume and deflection rate, including tickets that could have been resolved through better self-service content Time-to-resolution on support tickets linked to Help Portal gaps Customer CSAT scores correlated with self-service usage vs. agent-assisted resolution You’ll deliver: Content audit mapped against top customer use cases and support ticket categories Restructured content taxonomy and navigation framework with prioritized gap list New and improved knowledge articles targeting the highest-impact self-service gaps Capstone: A recommendations deck presented to Kahuna Customer Success leadership. Your presentation will make a clear go-forward proposal on Help Portal restructuring, supported by ticket deflection data, CSAT trends, and content gap analysis. Your deck drives a real decision. 2. AI-Powered Support Agent Pilot: Analytics & Optimization Kahuna is piloting an AI-powered support agent to deflect and resolve customer support tickets autonomously. It's a live experiment with real customers and real data. You’ll be embedded in the pilot as an analyst and optimizer: measuring what’s working, diagnosing where the AI falls short, and helping tune it to perform better. Your analysis will directly inform whether and how Kahuna scales AI-assisted support across its enterprise customer base. You’ll deliver: Deflection & resolution rate analysis, tracking what the AI agent resolves, escalates, and misses over the pilot period Performance dashboard comparing AI vs. human support across volume, resolution time, and CSAT Content gap analysis identifying knowledge article failures and low-confidence AI responses Tuning recommendations for the Help Portal and knowledge base to improve AI agent accuracy Pilot summary presented to Kahuna leadership with go/no-go scaling recommendations DAY-TO-DAY CONTRIBUTIONS In addition to your two projects, you’ll be embedded across the Customer Success organization, contributing to the work that keeps enterprise customers healthy and growing.

Requirements

Analytical & Problem-Solving Skills Ability to analyze data, recognize trends, and extract key insights
Strong Communication Clear, professional written and verbal communication for customer-facing documentation
Detail-Oriented Mindset Organized, structured approach to research, reporting, and content creation
Tech-Savviness Comfort with SaaS platforms and analytics tools
Cross-Functional Collaboration Ability to work across Customer Success, Implementation, and Support teams
Proactive & Adaptable Eager to take initiative and navigate a fast-paced SaaS environment

Nice To Haves

Pursuing a Bachelor’s or Master’s degree in Business, Information Systems, Computer Science, Engineering, Data Analytics, or a related field
Hands-on experience with data visualization tools (Power BI, Tableau, Looker) and strong proficiency in Excel or Google Sheets
Comfort working with data: cleaning, analyzing, and building reports or dashboards from structured datasets
Exposure to or curiosity about AI/ML tools, chatbots, or automated workflows. No engineering background required, but analytical mindset is a must
Familiarity with SaaS platforms, customer support tools (Zendesk, Salesforce, Intercom), or CRM/CS software is a plus
Interest in careers spanning customer success, product operations, technology consulting, or enterprise analytics

Responsibilities

Analyze customer adoption trends, product usage patterns, and business impact metrics across Kahuna’s enterprise accounts
Support quantitative analysis feeding into strategic business reviews and customer success plans
Assist in creating onboarding playbooks, best practice guides, and training materials that accelerate customer time-to-value
Develop process flows, checklists, and learning content aligned to customer use cases across healthcare, energy, and manufacturing
Identify gaps in documentation and self-service resources based on support ticket trends and customer feedback
Review and categorize historical support tickets to identify recurring themes and root causes
Synthesize ticket data with AI agent pilot findings to build a unified view of where customers get stuck
Develop recommendations that reduce reactive support load through better content and self-service design
Partner with Customer Success and Marketing to surface compelling ROI stories from Kahuna’s enterprise customer base
Conduct interviews and develop advocacy materials that demonstrate how customers validate workforce readiness at scale