Client Success Specialist

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

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.

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.

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

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

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

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

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

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

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

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.

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

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

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

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

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

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.