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Added 7 mins ago
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Full-time
Familiarity with the Salesforce digital customer platform, supported by certifications such as Salesforce Administrator, Platform Developer, App Builder, or Salesforce Architect.
Added 7 mins ago
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Added 7 mins ago
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Added 21 mins ago
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Added 22 mins ago
Analyst, Artificial Intelligence
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Ottawa, ON · Toronto, ON · Montreal, QC · Quebec, QC
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Added 51 mins ago
Senior DevOps Engineer, AI Platform
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Added 51 mins ago
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Added 1 hour ago
AI Augmented Quality Assurance Analyst II
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ServiceNow Developer
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Added 1 hour ago
Senior ServiceNow Developer
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AI Architect (T & I) (Telework/Hybrid)
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Senior Software Development Manager, Verily Intelligence
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Added 2 hours ago
Client Success Specialist
Town Web
Remote, Canada
Full-time · Remote
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…
Added 2 hours ago
Senior AI Engineer / AI Agent Lead
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At the center of our platform is the Emplia Agent - a multilingual conversational AI that provides employees and managers with a single, intelligent entry point to workforce information,…
Added 3 hours ago
Data Engineer
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Full-time · Remote
Working knowledge of agent patterns (tool use, multi-step workflows, retrieval/RAG, MCP) and their production tradeoffs, such as cost, latency, and failure modes.
Added 3 hours ago
People Analytics & Automation Specialist
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Full-time
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Added 3 hours ago
Deals Real Assets, Data Engineering & Digital Solutions, Senior Associate
PwC Canada
Vancouver, BC
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Added 3 hours ago
Data Engineer
Citylitics Inc.
Toronto, ON
$70,000 to $80,000 CAD / year
Full-time
Working knowledge of agent patterns (tool use, multi-step workflows, retrieval/RAG, MCP) and their production tradeoffs, such as cost, latency, and failure modes

Town Web

Client Success Specialist

Remote, Canada

Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Oct 2, 2026

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Original job description

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

Knowledge base and AI support

Inherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers from
Write and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volume
Write troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apart
Tune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two things
Record short training videos so clients can learn at their own pace

Support and onboarding

Handle the conversations Fin cannot resolve across Town Web (websites), HeyGov (forms, payments, reservations, campaigns), and ClerkMinutes (agendas, transcripts, minutes)
Help new clients through onboarding with the projects team so they reach value quickly
Get on a call when a situation needs a human voice

Account care

Build real relationships with your assigned accounts
Understand 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
Run 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
Use product usage data to spot clients who are not getting full value yet

Spot opportunity

Tell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitch
Flag possible expansion and renewal opportunities to the sales team

Training

Get clients to real proficiency with the product, not just past their immediate question
Work with Product Managers to co-host webinars about new features, or training.

Tools you will use: Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone.

How we work

Delight over deflection. The goal is happy, successful clients, not fewer conversations
Ownership over routing. A hard case is yours until it is resolved
Diagnose before you escalate. A developer should never have to ask what the client actually saw
Documentation is the foundation everything else runs on, not an afterthought
Teaching over ticket-closing. Proficiency, not just an answer

Who you are

You have done support somewhere known for it. The standard we have in mind is Basecamp: competent, calm, and trusted to make the call
Hospitable by nature. You make people feel comfortable and cared for. A background in hospitality or another service-first field is a plus
Technically 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
At home with developers. You know what a good bug report contains and you have filed plenty
High autonomy. You decide, act, and report. You do not wait to be told
A clear, warm, precise writer, with clients and across teams
A natural teacher, patient with less technical users
Able to see the whole account, not just the ticket in front of you

Experience

SaaS support or client success in a role where you worked directly with engineers
An issue tracker used daily: Linear preferred, Jira or similar is fine
Intercom or similar support tooling. Experience with an AI support agent is a plus
Writing or maintaining a knowledge base
Nice to have: government or municipal software, WordPress-based websites, AI coding assistants

Work style

Independent and ownership-driven. You do not need heavy oversight to perform
Comfortable wearing several hats across products and brands
Comfortable in a lean, documentation-first team
Proactive rather than reactive with accounts

What success looks like

Clients describe working with us as a great experience
No client has to ask who is handling their problem. They already know it is you
Issues you file get fixed without a developer asking for more detail
Tickets stop recurring, not just get answered
Help center articles created or improved every week, and Fin resolving more each month
Repeat questions turned into product fixes or automation
Expansion and renewals tied to the accounts you touch
Account relationships that are trusted, not just responsive

Location and hours

Remote, working Central US hours.

Benefits

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

How to apply

Apply 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

Complete the Culture Index survey. We do not process applications without it

Interview with our Head of Client Success

Paid take home test.

Conversation with our CTO and founder about working with the development team

Offer letter, if selected

IMPORTANT

Only applications submitted through the proper channel, which is Workable, will be processed.
Taking the CultureIndex Survey is a requirement, we will not respond to any applications submitted without this.

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More about this job

Responsibilities

You will own the client experience by resolving technical issues, building trusted relationships, and ensuring proactive account management. Additionally, you will maintain documentation and collaborate with developers to improve product quality and client satisfaction.

Requirements

The ideal candidate has proven experience in SaaS support or client success, specifically working directly with engineers and using issue tracking tools. You must be a clear communicator, technically curious, and capable of working independently in a remote environment.

Skills

SaaS support
Client success
Technical troubleshooting
Documentation
Intercom
Linear
Claude
Bug reporting
Onboarding
Webinar hosting
Data analysis
Communication
Problem solving
Training

Benefits

Internet stipend
Gym membership or wellness stipend
Paid vacation days

Remote locations

United States
Canada

Remote locations (standardized)

Canada
United States

Visa sponsorship

Not detected in the job text

Keywords

SaaS
Client Success
Technical Support
Intercom
Linear
Claude
AI Agent
Documentation
Bug Tracking
Onboarding
Municipal Software
Government Technology
WordPress
Webinars
Remote Work
Customer Sentiment
Account Management
Troubleshooting
Product Usage Data
CRM

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