[Hiring] Customer Success Specialist @Jensen Hughes

Role Description

We are an AEC consulting firm that develops digital tools supporting safety, operations, and emergency management for healthcare, industrial, commercial, and international clients. As our digital product portfolio continues to grow, we are expanding our team to support adoption, improve product capabilities, and strengthen how our tools are delivered and scaled.

We’re looking for a Customer Success Specialist to support users of our digital product, ProtectAdvisr, with opportunities to expand into additional products over time. This role blends customer engagement, product support, and internal collaboration and is ideal for someone who enjoys working across teams and helping improve how digital tools are used in real‑world environments.

This is not a call‑center or ticket‑driven support role. Instead, you’ll focus on onboarding, enablement, product feedback, and structured engagement while partnering closely with our Digital, Subject Matter Expert (SME), and Business Development teams. This is a new and evolving position with room to help shape how customer success is delivered as our digital offerings grow.

Key areas of Responsibility

• Customer Engagement & Enablement
  • Support customers from onboarding through renewal in coordination with Digital, SMEs, and Business Development.
  • Guide customers through setup, configuration, training, and early adoption.
  • Provide structured engagement beyond the account manager or technical lead, including regular outreach, focus groups, virtual trainings, and webinars.
• Product Support & Configuration
  • Provide direct product support for key clients and escalated support as needed.
  • Manage customer setup and configuration within ProtectAdvisr.
  • Assist with data analysis, execution, and troubleshooting in collaboration with the Digital team.
• Product Insight & Development Support
  • Learn how customers use ProtectAdvisr and identify opportunities for improvement.
  • Gather and synthesize feedback into clear insights for the product team.
  • Support the design, testing, and rollout of new features and product releases.
• Internal Collaboration & Enablement
  • Work closely with Digital, Operations, Business Development, and Marketing teams.
  • Serve as a ProtectAdvisr Champion as the tool expands internally and globally.
  • Help train and support internal staff and partners on product functionality and updates.
• Business Development Support
  • Support product demos and early customer conversations.
  • Provide real‑world usage perspective to help position the product effectively.
• Growth & Function Development
  • Contribute to defining and improving customer success processes as the product portfolio scales.

Qualifications

• U.S. citizenship (required due to project/client requirements).
• Strong communication and relationship‑building skills.
• Comfort working with both technical and non‑technical audiences.
• Organized, proactive, and able to manage multiple priorities.
• Ability to work independently in a growing environment.
• Curiosity and willingness to learn new tools and workflows.
• Ability to synthesize conversations into clear takeaways and next steps.

Requirements

• Experience with SaaS or digital products (nice to have, not required).
• Exposure to onboarding, customer lifecycle management, or renewals (nice to have, not required).

Travel Expectations

• Initial onboarding: approximately 5 days per month.
• Ongoing: approximately 1 week per quarter in CT or RI.
• Occasional client travel as needed.

Benefits

• Play a meaningful role in how digital products are adopted and improved.
• Influence product direction through real‑world feedback and usage.
• Work closely with cross‑functional teams in a collaborative environment.
• Help shape a growing customer success function.
• Opportunity to expand into additional digital products over time.