Customer Success Associate

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.

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 Hub Spot‑driven account management.

• 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 Hub Spot and escape 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 Hub Spot.
• 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.
• Manage incoming sales leads from website forms, chatbot inquiries, and demo requests.
• Conduct initial discovery calls with prospects to understand their needs and recruiting workflows.
• Schedule product demos for qualified leads with the sales team or senior leadership.
• Follow up persistently with prospects post‑demo to answer questions and move deals forward.
• Log all lead interactions, demo outcomes, and follow‑up activities in Hub Spot CRM.
• Support lead qualification and pipeline management to ensure no opportunities fall through the cracks.
• Collaborate with sales team on handoffs and deal progression.

• Smooth customer onboarding with minimal errors or delays.
• Fast response times and clear communication with customers.
• Accurate and consistent Hub Spot data hygiene.
• Reduction in support tickets through proactive customer education.
• Customers who feel guided and confident using Bear Claw daily.

• 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 Hub Spot (basic CRM functionality: tasks, stages, notes, pipelines).
• Ability to work onsite daily and collaborate in a fast‑paced startup environment.

• Exposure to AI‑driven software tools or automation platforms.
• Experience at a SaaS or HR tech company.
• Basic troubleshooting skills or technical curiosity.

• 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.

• Work directly with leadership and learn fast.
• Real ownership in shaping customer outcomes.
• Opportunity to grow into CSM or senior roles as we scale.
• 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.