Customer Success Intern at Kahuna |… · Houston

Summary: Kahuna is on a mission to help enterprises build safer, more capable, and more competitive workforces. As a Customer Success Intern, you will own two meaningful projects that involve redesigning the Help Portal and analyzing an AI-powered support pilot, directly impacting customer experience and operational efficiency. Responsibilities: - Lead a structured redesign of Kahuna's customer Help Portal - 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 - Measure support ticket volume and deflection rate, including tickets that could have been resolved through better self-service content - Measure time-to-resolution on support tickets linked to Help Portal gaps - Measure customer CSAT scores correlated with self-service usage vs. agent-assisted resolution - Deliver content audit mapped against top customer use cases and support ticket categories - Deliver restructured content taxonomy and navigation framework with prioritized gap list - Deliver new and improved knowledge articles targeting the highest-impact self-service gaps - Analyze deflection & resolution rate, tracking what the AI agent resolves, escalates, and misses over the pilot period - Create a performance dashboard comparing AI vs. human support across volume, resolution time, and CSAT - Conduct content gap analysis identifying knowledge article failures and low-confidence AI responses - Provide tuning recommendations for the Help Portal and knowledge base to improve AI agent accuracy - Present a pilot summary to Kahuna leadership with go/no-go scaling recommendations - 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Data Analysis, Data Visualization Tools, Excel, Google Sheets, SaaS Platforms, Customer Support Tools, CRM Software, Analytical & Problem-Solving Skills, Detail-Oriented Mindset, Proactive & Adaptable