Town Web

Customer Success Manager

• Make client interactions personal, warm, and unhurried
• Help clients when the AI agent or documentation cannot resolve their issue
• Own client problems from the first message through confirmed resolution
• Manage account recovery when accounts show strain, including calls, action plans, dates, and follow-through
• Diagnose which product and technical layer an issue belongs to before escalation
• Reproduce issues, capture steps with screenshots or recordings, and file actionable bugs in Linear
• Monitor open Linear issues, chase blocked work, and confirm fixes with clients
• Use Claude with the code repository to trace product behavior and draft small fixes for developer review
• Maintain and improve the help center across Town Web, HeyGov, and ClerkMinutes
• Write troubleshooting guides and improve AI-agent responses in Fin
• Record short client training videos
• Handle support conversations Fin cannot resolve
• Support onboarding with the projects team
• Build proactive relationships with assigned municipal accounts
• Run recurring account check-ins and use product-usage data to identify unmet value
• Explain unused services and flag expansion and renewal opportunities to sales
• Help clients reach product proficiency
• Co-host feature webinars and training with Product Managers

Client Success Specialist