Client Success Specialist

Job 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