Customer Success Lead

Customer Success Lead

Supports Operations. Delivers Concierge-Level Client Experiences

Department:
Customer Success

Reports To:

Head of Customer Success

Location:

Remote

Employment Type:

Full-time

Town Web and Hey Gov are on a mission to modernize how local governments serve their communities. We build websites, digital tools, and AI powered software that make municipal Clerks' lives easier and improve citizens' access to services and information.

Our work focuses on helping municipalities communicate more effectively, operate more efficiently, and deliver better digital services to their communities. Customer Success is central to that mission. Our support team provides clear communication, dependable assistance, and timely resolution while delivering a concierge-level experience to the municipalities we serve. This is not a passive support environment. We operate with discipline, track performance through defined metrics, and expect every interaction to support long-term customer success.

In this role, you will lead the support team, manage escalations, improve internal processes, and ensure support operations run smoothly and efficiently.

Our Customer Success organization runs on structured execution and clear accountability.

Here is what that looks like in practice.

• Lead the team. Support agents are trained, coached, and guided to deliver consistent and professional service.
• Own the customer experience. Issues are addressed quickly, communication remains clear, and customers always know their concerns are being handled.
• Track performance. Response times, resolution times, and customer satisfaction are monitored and improved continuously.
• Improve processes. Support trends are analyzed to identify opportunities to improve documentation, workflows, and product usability.
• Deliver concierge level service. Every customer interaction reflects professionalism, empathy, and effective problem solving.
• Your role is to bring leadership, operational structure, and service excellence to our Customer Success team while ensuring support operations scale efficiently as the company grows.

This role focuses on coordinating daily support activity and helping ensure the Customer Success team delivers consistent, high-quality service. Strategic direction and operational framework are defined by Customer Success leadership.

• Support Team Coordination
  Provide day-to-day guidance to support agents by helping answer questions, reviewing complex tickets, and ensuring responses maintain a consistent level of professionalism and clarity. Support a collaborative environment where the team can work efficiently and confidently.
• Daily Support Operations
  Monitor support activity across all channels including the ticketing system, email, and phone. Help ensure queues remain organized, workloads are balanced, and customer inquiries receive timely responses.
• Escalation Assistance
  Assist with escalated or sensitive customer issues when additional experience or coordination is needed. Work closely with the Head of Customer Success to ensure complex situations are resolved clearly and efficiently.
• Customer Experience Standards
  Maintain a high standard of customer service across all support interactions. Lead by example in tone, communication clarity, and professionalism while ensuring every interaction reflects empathy, efficiency, and strong problem solving.
• Process Improvement and Operational Efficiency
  Identify recurring support trends and work with leadership to improve workflows, documentation, and internal processes.
• Documentation & Knowledge Base Maintenance
  Help maintain and improve Standard Operating Procedures (SOPs), workflows, and knowledge base documentation so both customers and support agents can quickly find accurate information.
• Support Performance Reporting
  Track and report on key support metrics including response time, resolution time, and customer satisfaction. Provide leadership with clear visibility into support performance and identify opportunities to improve service quality.
• Concierge Level Customer Experience
  Support the team in delivering a concierge-level customer…