Client Success Specialist

Client Success Specialist

Town Web · HeyGov · ClerkMinutes. Remote, Central US hours.

About us

We 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.

Our 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.

The role

Our 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.

This 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.

It 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.

What you will do

Delight clients

Make every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article

Step in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed

Treat client sentiment as the real measure of success, not ticket speed

Look for small moments to go above and beyond, and share what works so it becomes how the whole team operates

Own the problem from start to finish

Be the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed

Step 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

Make sure nothing sits untracked once it leaves the support queue

Diagnose, then escalate

Work out which product and which layer an issue lives in before you hand it to a developer

Reproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needs

Check on your open Linear issues, chase what is stuck, and confirm the fix with the client

Use 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