{"id":1757492,"url":"https://alion.io/job/town-web-client-success-specialist","title":"Client Success Specialist","company":{"id":5684,"name":"Town Web Design","domain":"townweb.com","url":"https://alion.io/company/town-web","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA"],"hiring_countries_total":2,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Basecamp","optional":false},{"name":"Claude","optional":false},{"name":"Intercom","optional":false},{"name":"Linear","optional":false},{"name":"Jira","optional":true},{"name":"PHP","optional":true},{"name":"WordPress","optional":true}],"status":"live","first_seen_at":"2026-10-02T00:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-23T20:44:19Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Client Success Specialist\nTown Web · HeyGov · ClerkMinutes. Remote, Central US hours.\nAbout us\nWe make municipal software built for clerks: websites residents can use, forms and payments that replace stacks of paper, and meeting minutes drafted after every meeting. More than 1,300 local governments rely on us, from counties and cities to villages and towns. We have local government customers in almost every state in the U.S.\nOur clients are municipal clerks and the government teams around them. They keep city hall running and rarely get thanked for it. Your job is to make working with us the easy part of their week.\nThe role\nOur AI agent now answers repeatable, well-documented questions. What is left is the work that only a person can do: own a client's problem from the first message to the confirmed fix, build a relationship a clerk trusts, and turn what you learn into better documentation and a better product.\nThis is not a ticket-closing job. Think of a great 5-star hotel that puts slippers by the bed before you ask. We want a clerk to finish a conversation with you and tell the clerk in the next town about the great experience they had. If that takes three calls, take three calls.\nIt is also a technical job. You will work with our developers every day. When something breaks, you work out where it lives before anyone else has to. Is the problem occurring on the events calendar on the client’s homepage, or is happening within the calendar of events widget that is embedded on a department page? Is the wrong speaker name showing up only in the transcript or is it showing up in the finished minutes? You reproduce it, write it up so a developer can act without a follow-up question, stay on it until it ships, and tell the client yourself.\nWhat you will do\nDelight clients\nMake every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article\nStep in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed\nTreat client sentiment as the real measure of success, not ticket speed\nLook for small moments to go above and beyond, and share what works so it becomes how the whole team operates\nOwn the problem from start to finish\nBe the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed\nStep in early when an account shows strain (repeat tickets, a rough launch, a frustrated message) and run the recovery. Get on a call, write down what is open, set dates, follow through\nMake sure nothing sits untracked once it leaves the support queue\nDiagnose, then escalate\nWork out which product and which layer an issue lives in before you hand it to a developer\nReproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needs\nCheck on your open Linear issues, chase what is stuck, and confirm the fix with the client\nUse Claude, connected to our code repository, to trace where a behavior comes from. For small, well-understood fixes, draft the change for a developer to review\nKnowledge base and AI support\nInherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers from\nWrite and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volume\nWrite troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apart\nTune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two things\nRecord short training videos so clients can learn at their own pace\nSupport and onboarding\nHandle the conversations Fin cannot resolve across Town Web (websites), HeyGov (forms, payments, reservations, campaigns), and ClerkMinutes (agendas, transcripts, minutes)\nHelp new clients through onboarding with the projects team so they reach value quickly\nGet on a call when a situation needs a human voice\nAccount care\nBuild real relationships with your assigned accounts\nUnderstand what each client is trying to accomplish, what they use, what they do not know we offer, and where they will need help before they ask\nRun proactive, recurring check-ins instead of waiting for tickets. For example, reach out a few weeks after go-live to review how their forms are performing\nUse product usage data to spot clients who are not getting full value yet\nSpot opportunity\nTell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitch\nFlag possible expansion and renewal opportunities to the sales team\nTraining\nGet clients to real proficiency with the product, not just past their immediate question\nWork with Product Managers to co-host webinars about new features, or training.\nTools you will use: Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone.\nHow we work\nDelight over deflection. The goal is happy, successful clients, not fewer conversations\nOwnership over routing. A hard case is yours until it is resolved\nDiagnose before you escalate. A developer should never have to ask what the client actually saw\nDocumentation is the foundation everything else runs on, not an afterthought\nTeaching over ticket-closing. Proficiency, not just an answer\nWho you are\nYou have done support somewhere known for it. The standard we have in mind is Basecamp: competent, calm, and trusted to make the call\nHospitable by nature. You make people feel comfortable and cared for. A background in hospitality or another service-first field is a plus\nTechnically curious. You read the error, open the browser console, follow the trail into the code with Claude's help, and you are not afraid to look\nAt home with developers. You know what a good bug report contains and you have filed plenty\nHigh autonomy. You decide, act, and report. You do not wait to be told\nA clear, warm, precise writer, with clients and across teams\nA natural teacher, patient with less technical users\nAble to see the whole account, not just the ticket in front of you\nExperience\nSaaS support or client success in a role where you worked directly with engineers\nAn issue tracker used daily: Linear preferred, Jira or similar is fine\nIntercom or similar support tooling. Experience with an AI support agent is a plus\nWriting or maintaining a knowledge base\nNice to have: government or municipal software, WordPress-based websites, AI coding assistants\nWork style\nIndependent and ownership-driven. You do not need heavy oversight to perform\nComfortable wearing several hats across products and brands\nComfortable in a lean, documentation-first team\nProactive rather than reactive with accounts\nWhat success looks like\nClients describe working with us as a great experience\nNo client has to ask who is handling their problem. They already know it is you\nIssues you file get fixed without a developer asking for more detail\nTickets stop recurring, not just get answered\nHelp center articles created or improved every week, and Fin resolving more each month\nRepeat questions turned into product fixes or automation\nExpansion and renewals tied to the accounts you touch\nAccount relationships that are trusted, not just responsive\nLocation and hours\nRemote, working Central US hours.\nBenefits\nInternet stipend\nGym membership or wellness stipend\nPublic holidays for your country of residence, plus 20 paid vacation days\nHow to apply\nApply through Workable and answer the question via loom video: \"Tell us about a time you went above and beyond for a client or your last company.\" Be specific\nComplete the Culture Index survey. We do not process applications without it\nInterview with our Head of Client Success\nPaid take home test.\nConversation with our CTO and founder about working with the development team\nOffer letter, if selected\nRequirements\nIMPORTANT\nOnly applications submitted through the proper channel, which is Workable, will be processed.\nTaking the CultureIndex Survey is a requirement, we will not respond to any applications submitted without this.","description_format":"text","description_chars":8189,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Gym membership"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Web Design","Web Development Services"],"lifecycle":[{"event":"open","at":"2026-10-03T11:22:35Z"}],"visa":[],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.77,"p_room":0.9,"age_days":21,"expected_fill_days":36,"reasons":["conf:0","win:mid"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/town-web-client-success-specialist","json_url":"https://alion.io/job/town-web-client-success-specialist.json","meta":{"generated_at":"2026-10-24T00:53:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1367,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5684},"rest":"https://alion.io/mcp/rest/get_company?id=5684"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftown-web-client-success-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftown-web-client-success-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftown-web-client-success-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/town-web-client-success-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftown-web-client-success-specialist"}]}