Client Success Specialist

Town-Web; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Town Web is seeking a Client Success Specialist to build strong relationships with municipal clerks and government teams, guiding them from initial contact through resolution. You will work closely with our product teams to ensure a smooth, personal experience for each client and contribute to improved documentation and product quality.

You will own client conversations, document issues, coordinate with developers, and help clients onboard across Town Web, HeyGov, and ClerkMinutes.

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.
• Own the problem from start to finish: Be the named owner on an account, provide regular updates until the client says it is fixed.
• Diagnose, then escape: Determine which product layer an issue lives in, reproduce it with steps, and file it so a developer can act without follow-up questions.
• Knowledge base and AI support: Maintain the help center and write troubleshooting guides to distinguish look-alike problems.
• Support and onboarding: Help new clients through onboarding with Town Web, HeyGov, and ClerkMinutes.

Job description

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 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 escape

• 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