Client Success Specialist

Summary

Town Web builds municipal software for clerks, including websites, forms, payments, and meeting-minute tools. The Client Success Specialist will own client issues from initial contact through resolution, provide technical support and onboarding, maintain the knowledge base and AI support content, and build proactive relationships with assigned accounts.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Skills

• You have done support somewhere known for it
• 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
• 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
• Writing or maintaining a knowledge base
• 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
• A background in hospitality or another service-first field is a plus
• Linear preferred
• Experience with an AI support agent is a plus
• Nice to have: government or municipal software, WordPress-based websites, AI coding assistants

Qualifications

Must Haves

• You have done support somewhere known for it
• 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
• 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
• Writing or maintaining a knowledge base
• 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

Nice to Haves

• A background in hospitality or another service-first field is a plus
• Linear preferred
• experience with an AI support agent is a plus
• Nice to have: government or municipal software, WordPress-based websites, AI coding assistants

Benefits

• Internet stipend
• Gym membership or wellness stipend
• Public holidays for your country of residence, plus 20 paid vacation days
• Paid take home test
• Remote work, working Central US hours