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.

About the Role

Were looking for a Customer Success Specialist to join our growing Customer Success team. This is a foundational role on a small high-impact team youll 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. Youll 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 youll 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 theyre working with not just the ticket queue.

What Youll Do

Implementation & Onboarding

Coordinate and run onboarding sessions for new customers guiding them through the platform and their specific workflow setup

Translate each customers existing processes into the 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

Customer Support & Maintenance

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

Enablement & 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

What Success Looks Like

In your first 6 months youll ramp up across all three areas with increasing autonomy:

Month 12: 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 34: Shadowing onboardings learning the platform deeply handling tier-1 support tickets with guidance

Month 56: Running onboardings independently with light oversight owning your own support queue

What Were Looking For

03 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; youre energized by that not unsettled

A collaborative low-ego approach you work well across teams and dont need the spotlight to feel effective

Familiarity with B2B SaaS platforms project management tools or workflow software is a plus but not required

What You Can Expect From Us

A small cross-functional team where your work is visible and your voice matters

Direct mentorship from the Head of Customer Success with a clear path to grow your scope

Exposure to product sales and pre-sales conversations this role isnt siloed

A culture that values customer relationships over metrics and long-term success over short-term wins

Why Join Us:

At EKN Engineering youll be part of a company that values innovation and accountability and supports our employees professional growth and personal development. Here youll work with teams that push the boundaries of engineering to create solutions that enhance our communities and the environment by making utilities safer.

Benefits & Perks

100% Company-Paid Medical Dental Vision and Life Insurance Comprehensive coverage to support your health and well-being.

401(k) with Company Match We invest in your future with a dollar-for-dollar match on contributions.

Flexible Spending Account (FSA) Set aside pre-tax dollars for qualified healthcare and dependent care expenses.

Exclusive Employee Discounts Access our BenefitsHub for savings on travel rental cars hotels theme parks and more.

Monthly Catered Lunches & Daily Office Snacks Enjoy a well-stocked kitchen and regular team meals to keep you fueled throughout the day.

Employee Engagement & Wellness We value connection and balance. Our team enjoys a variety of events and activities throughout the year including hiking outings summer BBQs sports games holiday celebrations and dedicated team-building days.

JOYA Health Membership Access to over $1000 in annual skin health and wellness benefits including complimentary facials or peels aesthetic service credits priority skin cancer screenings teledermatology services and discounts on skincare products.

Wellness Perks & Support Programs Access a variety of wellness resources including discounted gym memberships through One Pass mental health and self-care tools via AbleTo and Calm and monthly rewards for healthy activities through Rally.

Public Warning: Recruitment Phishing Scam Impersonating EKN Engineering

EKN Engineering has become aware of a phishing scheme targeting individuals with fraudulent interview requests and job offers. EKNs secure IT systems and private applicant information have not been compromised; scammers are impersonating EKN employees using the company name and branding to mislead and engage potential job seekers in fake recruitment processes. Scammers might reference real job openings or describe fake opportunities that generally match individuals professional backgrounds with the goal of establishing communication and eventually obtaining private financial information to defraud people. The Federal Bureau of Investigation and Federal Trade Commission warn that employment scams such as this are a growing cyber threat. EKN urges anyone who is contacted about employment opportunities to exercise caution and know that:

All communication from EKN Engineering will be from an EKN employee using the @ email domain. We do not use third-party recruiters.

EKN Engineering recruiters will only schedule interviews for candidates who have applied for a position through our secure portal.

No corporate or IT systems at EKN are affected by this scam. The scammers are using EKNs logo and employee names to impersonate the company.

You can directly contact us at with any questions or concerns.

EKN is committed to ensuring the safety and security of our community. We caution individuals to be vigilant in protecting personal data and vetting communication with new contacts from any company. Do not respond or provide any personal information if contacted by someone claiming to represent a company to which you did not submit a job application or profile. This scam can be perpetrated against any business and individuals who recognize and trust its name.

For information on EKN recruitment practices and policies please visit our career page or email . To report a scam visit: from resume

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