Customer Success Lead

Job Description

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

About Town Web and HeyGov

Town Web and HeyGov 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.

How We Work

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.

Key Responsibilities

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 experience by promoting thoughtful responses, proactive assistance, and a strong customer-first mindset.

What We’re Looking For

Experience:

• 5-10 years in Customer Support is required. You should have at least 3 years in a management role, ideally leading a team of 10 or more. A proven record of creating high-performing support teams is essential.

Bonus Points For

• Previous experience in SaaS or Tech Support.
• Familiarity with tools like Slack, ClickUp, Notion (or similar).

Why You’ll Love This Role

• You’ll shape our support function—your decisions will impact our growth.
• Work with a collaborative, fast-moving team that values quality.
• Use your expertise to build a world-class support operation from the ground up.
• Enjoy visibility and ownership—you’re not just another cog; you lead our support success.

Books That Inspire Our Approach

• Delivering Happiness by Tony Hsieh
• Unreasonable Hospitality by Will Guidara

Why Join Us?

You’ll meet the owners, share your ideas, and join a fun-loving team that works well together. If you want to make a real impact and grow in a passionate team, we want to meet you!