Client Success Specialist

Client Success Specialist

Town Web · HeyGov · ClerkMinutes. Remote, Central US hours.

Here's a video to tell you more about this role!

About us

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.

The role

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.

What you will do

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.

Tools you will use : Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone.

How we work

• Delight over deflection. The goal is happy, successful clients, not fewer conversations
• Ownership over routing. A hard case is yours until it is resolved
• Diagnose before you escalate. A developer should never have to ask what the client actually saw
• Documentation is the foundation everything else runs on, not an afterthought
• Teaching over ticket-closing. Proficiency, not just an answer

Who you are

• You have done support somewhere known for it. The standard we have in mind is Basecamp: competent, calm, and trusted to make the call
• Hospitable by nature. You make people feel comfortable and cared for. A background in hospitality or another service-first field is a plus
• 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

Experience

• 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
• Nice to have: government or municipal software, WordPress-based websites, AI coding assistants

Work style

• 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

What success looks like

• Clients describe working with us as a great experience
• No client has to ask who is handling their problem. They already know it is you
• Issues you file get fixed without a developer asking for more detail
• Tickets stop recurring, not just get answered
• Help center articles created or improved every week, and Fin resolving more each month
• Repeat questions turned into product fixes or automation
• Expansion and renewals tied to the accounts you touch
• Account relationships that are trusted, not just responsive

Location and hours

Remote, working Central US hours.

Benefits

• Internet stipend
• Gym membership or wellness stipend
• Public holidays for your country of residence, plus 20 paid vacation days

How to apply

1. Apply through Workable and answer the question via loom video: "Tell us about a time you went above and beyond for a client or your last company." Be specific
2. Complete the Culture Index survey. We do not process applications without it
3. Interview with our Head of Client Success
4. Paid take home test.
5. Conversation with our CTO and founder about working with the development team
6. Offer letter, if selected

Requirements

IMPORTANT

• Only applications submitted through the proper channel, which is Workable, will be processed.
• Taking the CultureIndex Survey is a requirement, we will not respond to any applications submitted without this.