Client Success Specialist

About this role

Own client issues from first contact through confirmed resolution, building trusted relationships with municipal clerks and government teams. The role combines technical troubleshooting, proactive account care, onboarding, client training, and improving help content and AI support.

About the company

Town Web builds municipal websites and clerk software that help local governments publish information, collect payments, and manage meeting minutes.

Stack

What you'll do

• Provide warm, personalized support and take ownership of client problems through resolution
• Diagnose and reproduce technical issues, document them clearly, and coordinate fixes with developers
• Maintain and improve help-center articles, troubleshooting guides, training videos, and AI-agent responses
• Support onboarding, train clients, and run proactive account check-ins
• Identify client needs and flag expansion and renewal opportunities to sales

What we're looking for

• Experience in SaaS support or client success working directly with engineers
• Experience using an issue tracker such as Linear, Jira, or similar
• Experience with Intercom or similar support tools
• Experience writing or maintaining a knowledge base
• Strong troubleshooting, written communication, teaching, and independent ownership skills

Nice to have

• Experience with municipal or government software
• Experience with WordPress-based websites
• Experience with AI coding assistants
• Hospitality or other service-first background

Benefits

• Internet stipend
• Gym membership or wellness stipend
• Public holidays for country of residence
• 20 paid vacation days

Hiring process

1. Interview with the Head of Client Success
2. Paid take-home test
3. Conversation with the CTO and founder about working with the development team