Client Success Specialist

Town Web HeyGov ClerkMinutes. Remote, Central US hours 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 articleStep in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processedTreat client sentiment as the real measure of success, not ticket speedLook 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 fixedStep 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 throughMake 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 developerReproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needsCheck on your open Linear issues, chase what is stuck, and confirm the fix with the clientUse 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 fromWrite and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volumeWrite troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apartTune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two thingsRecord 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 quicklyGet on a call when a situation needs a human voice Account care Build real relationships with your assigned accountsUnderstand 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 askRun 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 performingUse 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 pitchFlag possible expansion and renewal opportunities to the sales team Training Get clients to real proficiency with the product, not just past their immediate questionWork 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 conversationsOwnership over routing. A hard case is yours until it is resolvedDiagnose before you escalate. A developer should never have to ask what the client actually sawDocumentation is the foundation everything else runs on, not an afterthoughtTeaching 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 callHospitable by nature. You make people feel comfortable and cared for. A background in hospitality or another service-first field is a plusTechnically 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 lookAt home with developers. You know what a good bug report contains and you have filed plentyHigh autonomy. You decide, act, and report. You do not wait to be toldA clear, warm, precise writer, with clients and across teamsA natural teacher, patient with less technical usersAble 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 engineersAn issue tracker used daily: Linear preferred, Jira or similar is fineIntercom or similar support tooling. Experience with an AI support agent is a plusWriting or maintaining a knowledge baseNice 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 performComfortable wearing several hats across products and brandsComfortable in a lean, documentation-first teamProactive rather than reactive with accounts What Success Looks Like Clients describe working with us as a great experienceNo client has to ask who is handling their problem. They already know it is youIssues you file get fixed without a developer asking for more detailTickets stop recurring, not just get answeredHelp center articles created or improved every week, and Fin resolving more each monthRepeat questions turned into product fixes or automationExpansion and renewals tied to the accounts you touchAccount relationships that are trusted, not just responsive Location and hours Remote, working Central US hours. Benefits Internet stipendGym membership or wellness stipendPublic holidays for your country of residence, plus 20 paid vacation days How To Apply 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 specificComplete the Culture Index survey. We do not process applications without itInterview with our Head of Client SuccessPaid take home testConversation with our CTO and founder about working with the development teamOffer letter, if selected Requirements IMPORTANT Only applications submitted through the proper channel, which is Workable, will be processedTaking the CultureIndex Survey is a requirement, we will not respond to any applications submitted without this