Client Success Specialist

Town Web

1h•Remote

About The Position

We make municipal software built for clerks: websites residents can use, forms and payments that replace stacks of paper, and meeting minutes drafted after every meeting. More than 1,300 local governments rely on us, from counties and cities to villages and towns. We have local government customers in almost every state in the U.S. Our clients are municipal clerks and the government teams around them. They keep city hall running and rarely get thanked for it. Your job is to make working with us the easy part of their week. Our AI agent now answers repeatable, well-documented questions. What is left is the work that only a person can do: own a client's problem from the first message to the confirmed fix, build a relationship a clerk trusts, and turn what you learn into better documentation and a better product. This is not a ticket-closing job. Think of a great 5-star hotel that puts slippers by the bed before you ask. We want a clerk to finish a conversation with you and tell the clerk in the next town about the great experience they had. If that takes three calls, take three calls. It is also a technical job. You will work with our developers every day. When something breaks, you work out where it lives before anyone else has to. Is the problem occurring on the events calendar on the client’s homepage, or is happening within the calendar of events widget that is embedded on a department page? Is the wrong speaker name showing up only in the transcript or is it showing up in the finished minutes? You reproduce it, write it up so a developer can act without a follow-up question, stay on it until it ships, and tell the client yourself.

Requirements

SaaS support or client success in a role where you worked directly with engineers
An issue tracker used daily: Linear preferred, Jira or similar is fine
Intercom or similar support tooling. Experience with an AI support agent is a plus
Writing or maintaining a knowledge base
You have done support somewhere known for it. The standard we have in mind is Basecamp: competent, calm, and trusted to make the call
Technically curious. You read the error, open the browser console, follow the trail into the code with Claude's help, and you are not afraid to look
At home with developers. You know what a good bug report contains and you have filed plenty
High autonomy. You decide, act, and report. You do not wait to be told
A clear, warm, precise writer, with clients and across teams
A natural teacher, patient with less technical users
Able to see the whole account, not just the ticket in front of you

Nice To Haves

Government or municipal software
WordPress-based websites
AI coding assistants
Hospitable by nature. You make people feel comfortable and cared for. A background in hospitality or another service-first field is a plus
Independent and ownership-driven. You do not need heavy oversight to perform
Comfortable wearing several hats across products and brands
Comfortable in a lean, documentation-first team
Proactive rather than reactive with accounts

Responsibilities

Delight clients: Make every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article. Step in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed. Treat client sentiment as the real measure of success, not ticket speed. Look for small moments to go above and beyond, and share what works so it becomes how the whole team operates.
Own the problem from start to finish: Be the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed. Step in early when an account shows strain (repeat tickets, a rough launch, a frustrated message) and run the recovery. Get on a call, write down what is open, set dates, follow through. Make sure nothing sits untracked once it leaves the support queue.
Diagnose, then escalate: Work out which product and which layer an issue lives in before you hand it to a developer. Reproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needs. Check on your open Linear issues, chase what is stuck, and confirm the fix with the client. Use Claude, connected to our code repository, to trace where a behavior comes from. For small, well-understood fixes, draft the change for a developer to review.
Knowledge base and AI support: Inherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers from. Write and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volume. Write troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apart. Tune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two things. Record short training videos so clients can learn at their own pace.
Support and onboarding: Handle the conversations Fin cannot resolve across Town Web (websites), HeyGov (forms, payments, reservations, campaigns), and ClerkMinutes (agendas, transcripts, minutes). Help new clients through onboarding with the projects team so they reach value quickly. Get on a call when a situation needs a human voice.
Account care: Build real relationships with your assigned accounts. Understand what each client is trying to accomplish, what they use, what they do not know we offer, and where they will need help before they ask. Run proactive, recurring check-ins instead of waiting for tickets. For example, reach out a few weeks after go-live to review how their forms are performing. Use product usage data to spot clients who are not getting full value yet.
Spot opportunity: Tell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitch. Flag possible expansion and renewal opportunities to the sales team.
Training: Get clients to real proficiency with the product, not just past their immediate question. Work with Product Managers to co-host webinars about new features, or training.