Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Client Success Specialist supporting municipal clerks using websites, forms, payments, and meeting-minutes software. Diagnosing issues, improving documentation, and managing client relationships.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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