Client Success Specialist

Town Web

. Make client interactions personal, warm, and unhurried .

Posted 10/3/2026full-timeRemote • United States, CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong client support capabilities with a focus on personalized interactions, effective problem resolution, and proactive account management. Proficient in using issue tracking tools and maintaining knowledge bases while fostering relationships with municipal accounts.

Highest-signal resume keywords

SaaS Support ExperienceIssue Tracker ProficiencyClear Writing SkillsClient Account ManagementTechnical Curiosity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Bug ReportingTroubleshooting Guide WritingAI Support Agent ExperienceProduct Proficiency TrainingAccount Recovery Management

Soft Skills

Warm CommunicationPatience in TeachingProactive Relationship BuildingHigh AutonomyOwnership-Driven Work Style

Tools & Technologies

LinearJiraIntercomClaudeWorkable

Industry Keywords

Municipal Software ExperienceGovernment Software ExperienceDocumentation-First TeamKnowledge Base MaintenanceClient Success

Tech Stack

Tools & technologies

WordPress

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Remote, Central US hours
Support experience in an organization known for high-quality support; Basecamp-level standard preferred
SaaS support or client success experience working directly with engineers
Daily experience using an issue tracker; Linear preferred, Jira or similar acceptable
Experience with Intercom or similar support tooling
Experience writing or maintaining a knowledge base
Experience with an AI support agent is a plus
Technically curious; able to read errors, use the browser console, and trace behavior with Claude
Able to create complete bug reports and work comfortably with developers
High autonomy and ownership-driven work style
Clear, warm, precise writing
Able to teach less technical users patiently
Able to manage the whole client account, not only individual tickets
Comfortable working across several products and brands
Comfortable in a lean, documentation-first team
Proactive account-management approach
Nice to have: government or municipal software experience
Nice to have: WordPress-based website experience
Nice to have: AI coding assistant experience
Must apply through Workable
Must complete the Culture Index survey; applications without it will not be processed
Must submit a Loom video answering the specified client-service question

Benefits

Comp & perks

Internet stipend
Gym membership or wellness stipend
Public holidays for your country of residence
20 paid vacation days
Paid take-home test