Client Success Specialist, Remote – Central US

Town Web Design; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Internet stipend

Gym membership

Public holidays for your country, plus

20 paid vacation days

Job summary

Town Web Design is seeking a customer-facing SaaS support professional who thrives in a hands-on role with engineers. You will own a client’s problem from first contact to confirmed fix, build trusted clerk relationships, and turn what you learn into better documentation and products.

This is not a ticket-closing job; it’s about delivering a 5‑star experience. You will delight clients with personal, unhurried support, step in when AI or docs fall short, and treat client sentiment as the measure

Qualifications

• SaaS support or client success in a role where you worked directly with engineers.
• Experience with writing or maintaining a knowledge base and helpful articles.
• High-autonomy, hospitable and clear writer able to explain complex issues to non-technical users.

Responsibilities

• Delight clients with personal, warm interactions and unhurried support.
• Own the problem from start to finish: one owner, regular updates, until fixed.
• Diagnose, reproduce, and document issues for developers with clear steps.
• Contribute to knowledge base, troubleshooting guides, and training materials.

Skills

SaaS support

Client success

Bug reporting

Documentation writing

Tools

Intercom

Linear

Jira

Job description

Town Web Design is seeking a customer-facing SaaS support professional who thrives in a hands-on role with engineers. You will own a client’s problem from first contact to confirmed fix, build trusted clerk relationships, and turn what you learn into better documentation and products.

This is not a ticket-closing job; it’s about delivering a 5‑star experience. You will delight clients with personal, unhurried support, step in when AI or docs fall short, and treat client sentiment as the measure