Client Success Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Personalize and warm up client interactions, ensuring a relaxed atmosphere.

• Assist clients when the AI agent or documentation falls short of resolving their issues.

• Take ownership of client problems from the initial message until a resolution is confirmed.

• Oversee account recovery efforts for accounts under strain, including making calls, creating action plans, setting dates, and ensuring follow-through.

• Identify the product and technical layer relevant to an issue before escalating it.

• Reproduce issues, document steps with screenshots or recordings, and submit actionable bugs in Linear.

• Monitor outstanding Linear issues, pursue blocked tasks, and verify fixes with clients.

• Utilize Claude alongside the code repository to track product behavior and draft minor fixes for developer evaluation.

• Enhance and maintain the help center across Town Web, HeyGov, and ClerkMinutes.

• Develop troubleshooting guides and refine AI-agent responses in Fin.

• Produce short client training videos.

• Address support conversations that Fin cannot resolve.

• Assist with onboarding alongside the projects team.

• Foster proactive relationships with assigned municipal accounts.

• Conduct regular account check-ins and leverage product-usage data to pinpoint unmet value.

• Clarify unused services and identify opportunities for expansion and renewal to sales.

• Guide clients towards achieving product proficiency.

• Co-host feature webinars and training sessions with Product Managers.

⛳️ Requirements

• Must be available for remote work during Central US hours.

• Experience in a support role within an organization recognized for high-quality support; Basecamp-level standards preferred.

• Background in SaaS support or client success, with direct experience working with engineers.

• Daily use of an issue tracker is essential; Linear preferred, but Jira or similar tools are acceptable.

• Familiarity with Intercom or comparable support tools.

• Experience in writing or maintaining a knowledge base.

• Experience with an AI support agent is advantageous.

• Technically curious; able to interpret errors, utilize the browser console, and trace behavior with Claude.

• Capable of creating comprehensive bug reports and collaborating comfortably with developers.

• High level of autonomy and ownership-driven work style.

• Exceptional writing skills that are clear, warm, and precise.

• Patiently able to teach less technical users.

• Competent in managing the entire client account, rather than just individual tickets.

• Comfortable working across various products and brands.

• Adaptable to a lean, documentation-first team environment.

• Proactive in account management strategies.

• Nice to have: experience with government or municipal software.

• Nice to have: experience with WordPress-based websites.

• Nice to have: experience with AI coding assistants.

• Application must be submitted through Workable.

• Completion of the Culture Index survey is required; applications without it will not be considered.

• Submission of a Loom video answering the specified client-service question is mandatory.

🏝️ Benefits

• Internet stipend provided.

• Access to a gym membership or wellness stipend.

• Public holidays recognized based on your country of residence.

• 20 paid vacation days annually.

• Compensation for a take-home test.