Remote Client Success Partner - Municipal SaaS

Town Web; United States; A distancia; USD 65.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Internet stipend

Wellness/ gym stipend

Public holidays + 20 vacation days

Descripción de la vacante

Town Web is seeking a Client Success Specialist to help municipal clerks and government teams achieve value across HeyGov, ClerkMinutes, and related products. The role focuses on helping clients get the most from our SaaS solutions, working closely with developers to resolve issues, and documenting solutions for the broader team.

You will own client conversations from start to finish, ensure timely resolutions, and contribute to onboarding, training, and knowledge base updates.

Formación

• Candidate should be hospitable and calm when helping clients.
• Strong written communication is essential for documenting guidance.
• Ability to work autonomously and own accounts end-to-end.
• Experience collaborating with engineers and product teams is a plus.
• Familiarity with SaaS support or client success environments is preferred.

Responsabilidades

• Delight clients with personal, warm, and unhurried support.
• Own the problem from first contact to confirmed fix, with regular updates.
• Diagnose issues before escalation and reproduce steps for developers.
• Maintain and improve the knowledge base and AI support docs.
• Assist with onboarding and ongoing client education across Town Web products.
• Build proactive account relationships and identify renewal opportunities.
• Create and improve training materials and training sessions.
• Utilize product usage data to drive value for clients.

Conocimientos

Hospitable

Technically curious

Autonomy

Strong writing

Teacher mindset

Herramientas

Intercom

Fin

Linear

Claude

Help center

Screen recording

Zoom phone

Descripción del empleo

Town Web is seeking a Client Success Specialist to help municipal clerks and government teams achieve value across HeyGov, ClerkMinutes, and related products. The role focuses on helping clients get the most from our SaaS solutions, working closely with developers to resolve issues, and documenting solutions for the broader team.

You will own client conversations from start to finish, ensure timely resolutions, and contribute to onboarding, training, and knowledge base updates.