Client Success Specialist

🕒 October 3

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Town Web

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Town Web is a company specializing in designing and developing websites for municipalities. With over 16 years of experience, Town Web has created over 800 websites for local governments across 42 states in the U. S. They focus on creating accessible and user-friendly municipal websites that are ADA 508 compliant and mobile-friendly. Their offerings include custom design, online payment systems, file management, and SSL secure websites, as well as free redesigns every three years. Town Web is known for its excellent customer support, making it easier for town clerks and administrators to manage websites effectively.

📋 Description

• 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

• 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

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