Associate Director of Customer Success

A Legacy of Excellence in Customer Service For more than 50 years, Answering Service Care (ASC) has been a trusted live answering service for over 4,000 businesses nationwide. From law firms and contractors to medical offices, franchises, insurance agencies, and beyond, we deliver professional, reliable customer support across all industries. As a third-generation family business, ASC is built on a people-first culture centered around long-term relationships, with both clients and employees. Many of our team members and clients have been with us for more than 20 years, with nearly 200 employees across offices in Washington, New Jersey, North Carolina, and Florida! Why Join Answering Service Care? A people-first culture that values long-term relationships and career growth Industry-leading training across multiple fields Stability and advancement opportunities in a company that has thrived for 50+ years Our Mission To create seamless connections between businesses and their customers through tailored communication solutions that build lasting relationships and consistently exceed expectations. If you are passionate about helping others, have an appreciation for modern technology, and thrive in a fast‑paced, professional environment, we would love to connect with you. About the Role: Senior Manager of Customer Success (In‑office position, Margate, Florida) Answering Service Care (ASC) serves more than 4,000 businesses nationwide with professional live answering and communication solutions. For over 50 years, we’ve built our reputation on reliability, long‑term relationships, and service excellence. We are seeking a Senior Manager of Customer Success to lead our Customer Success team and oversee our Manager of Customer Solutions. This leader will own the strategy and execution behind client retention, expansion, and long‑term account growth across our portfolio. This is a revenue‑impacting leadership role with direct influence on recurring revenue performance. You will inherit a strong service organization and evolve it into a proactive, metrics‑driven growth function. What You Will Be Responsible For Client Retention, Expansion & Revenue Growth Own client retention and revenue expansion performance Reduce churn through structured engagement and proactive client management Identify value‑add and growth opportunities aligned with client goals Establish and monitor client health metrics to drive action Upsell existing accounts through net new services and adding to existing services by adding sister locations, increasing the scope of work, etc Building Strategic Client Relationships, Improving Digital Reputation, & Optimizing Referral Program Implement structured business reviews and recurring value conversations Ensure clients clearly understand the impact and ROI of our services Personally manage high‑value and strategic accounts Strengthen long‑term partnerships rooted in trust and performance Design and own a scalable reputation engine that drives consistent 5‑star reviews across key platforms, including Google, Trustpilot, Clutch, etc Own and scale the $200 client referral program as a measurable, repeatable revenue channel. Building & Leading a High‑Performing Team Build, lead, and develop a high‑performing Customer Success team Directly manage the Manager of Customer Solutions, aligning both teams around measurable retention and growth objectives Design and implement a Tier 1 support structure within Customer Solutions that enables Customer Success to focus on strategic account expansion Lead the cultural shift from reactive service execution to consultative, relationship‑driven account management Define and own KPIs tied directly to retention, expansion, and engagement Enforce a culture of accountability through data‑driven decision‑making, disciplined coaching, and performance management Cross‑Functional Leadership Partner with Sales to ensure seamless onboarding and post‑sale alignment Collaborate with Operations, Billing, and Customer Solutions to resolve client needs efficiently Identify trends and insights that enhance service delivery and client experience What We Are Looking For 7+ years of leadership experience in Customer Success, Account Management, or Client Services Proven ownership of retention and expansion metrics Experience in building and developing high‑performing teams Background in recurring revenue or service‑based businesses preferred Strategic mindset with operational discipline Ability to balance relationship excellence with measurable performance outcomes Bachelor’s degree in Business, Management, Communications, or a related field preferred You view Customer Success as a growth engine, not a support function. You are comfortable owning revenue outcomes and making performance‑driven decisions. You build strong teams, hold high standards, and lead with both accountability and integrity. What Success Looks Like In the first 12–24 months, success in this role will be measured by: Achieving ~5% net annual growth in total client count , driven primarily through improved retention, expansion, and referrals Meaningful reduction in annual client churn Increased revenue per client through expanded services and additional locations A fully implemented customer success model tied to proactive engagement A Customer Success operating cadence that is measurable, repeatable, and revenue‑aligned Weekly Pay Paid Training PTO (Start earning on day one) Employee Assistance Program (Free Training & Development Courses) Childcare Reimbursement up to $375 a month Gym membership reimbursement Company‑sponsored snacks Reward and Recognition platform And More! This position’s starting salary is $90,000 annually, depending on experience. If you are ready to lead a high‑impact team and drive measurable retention and expansion across two respected service brands, we want to connect. #J-18808-Ljbffr Answering Service Care