What are the responsibilities and job description for the Customer Success Associate position at Bear Claw?
Customer Success Associate
(Evanston, IL)
Location: Onsite – Evanston, IL
Department: Customer Success
Reports To: COO
Type: Full-Time
About Bear Claw
Bear Claw is an AI-powered ATS built for recruiters who want to move fast, automate deeper, and hire smarter. With a growing ecosystem of BC-Agents, we’re building the most advanced agentic recruiting platform in the industry. We don’t operate like a sleepy HR tech company—we move aggressively, we innovate nonstop, and we expect excellence.
Role Overview
The Customer Success Associate supports clients through onboarding, training, day-to-day adoption, and issue resolution. This is a hands-on, operational role designed for someone hungry to grow. You’ll work directly with the COO, support multiple enterprise and agency clients, and become the frontline expert on how customers succeed inside Bear Claw.
This role blends customer-facing communication with process execution, onboarding tasks, platform expertise, and HubSpot-driven account management.
Key Responsibilities
- Customer Support & Onboarding
- Assist in delivering onboarding sessions, workflow setups, and training programs.
- Help customers navigate ATS features, BC-Agent functionalities, and general product usage.
- Track onboarding progress in HubSpot and escalate blockers early.
- Daily Customer Interaction.
- Respond quickly and professionally to client questions and requests.
- Troubleshoot platform issues and coordinate with internal teams when necessary.
- Maintain tight documentation of customer interactions, issues, and outcomes.
- Account Maintenance & Monitoring.
- Track customer usage metrics and flag potential drop-offs to the COO.
- Update and manage client lifecycle stages inside HubSpot.
- Assist with renewal preparation, data pulls, and account health reviews.
- Internal Collaboration.
- Collect product feedback from customers and organize it into clear, actionable notes.
- Partner with Product/Engineering for issue escalation and follow-through.
- Support Customer Success process development as Bear Claw scales.
What Success Looks Like
- Smooth customer onboarding with minimal errors or delays.
- Fast response times and clear communication with customers.
- Accurate and consistent HubSpot data hygiene.
- Reduction in support tickets through proactive customer education.
- Customers who feel guided and confident using Bear Claw daily.
Qualifications
Required
- 1–3 years in Customer Success, Recruiting Coordinator, Account Support, HR Tech support, or similar role
- Strong communication skills—clear, organized, and customer-centered
- Familiarity with ATS platforms or recruiting workflows
- Experience using HubSpot (basic CRM functionality: tasks, stages, notes, pipelines)
- Ability to work onsite daily and collaborate in a fast-paced startup environment
Preferred
- Exposure to AI-driven software tools or automation platforms
- Experience at a SaaS or HR tech company
- Basic troubleshooting skills or technical curiosity
Who You Are
- You’re detail-oriented, reliable, and not afraid to ask questions.
- You communicate clearly and confidently with customers.
- You organize your work and keep systems clean.
- You thrive in a fast-moving environment where priorities shift.
- You want a role where you can grow more responsibility quickly.
Why Bear Claw
- Work directly with leadership and learn fast
- Real ownership in shaping customer outcomes
- Opportunity to grow into CSM or senior roles as we scale
- Onsite, high-energy culture
- Being part of a company reinventing recruiting tech from the ground up
- Competitive base salary and comprehensive benefits package, including healthcare, vision, dental, and a 401(k).
- Work closely with like-minded industry professionals dedicated to innovation and success.