Customer Success Intern

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.

Data Analysis & Reporting

• 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

Customer Onboarding & Knowledge

• 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

Support Trend Analysis

• 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

Customer Advocacy (Stretch)

• 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

Requirements

Core Competencies

• 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

This internship is designed for students exploring careers in:

• SaaS Customer Success
• Product Operations
• Technology Consulting
• Workforce Analytics
• AI in Enterprise SaaS

Benefits

Founded in 2018, Kahuna is a leading provider of enterprise skills management software. We help organizations improve workforce readiness, enhance safety and compliance, and optimize training investments through validated skills intelligence. Our four-pillar approach of Assurance + Advancement, Frontline-Specific Architecture, Validation-Driven Trust, and Strategic Workforce Visibility gives enterprise customers a proven framework for closing the gap between training completions and true workforce readiness.

At Kahuna, we believe in deep collaboration built on trust with our employees, customers, and partners. We foster an environment that values curiosity, accountability, and continuous improvement while delivering software that drives measurable business impact.