Customer Success Specialist

EKN Engineering•Irvine, CA

53d•Onsite

About The Position

About the Role 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.

Requirements

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

Responsibilities

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
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