Associate Director of Customer Success

A Legacy of Excellence in Customer ServiceFor 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 growthIndustry-leading training across multiple fieldsStability and advancement opportunities in a company that has thrived for 50+ yearsOur MissionTo 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:Associate Director 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 ForClient Retention, Expansion & Revenue GrowthOwn client retention and revenue expansion performanceReduce churn through structured engagement and proactive client managementIdentify value-add and growth opportunities aligned with client goalsEstablish and monitor client health metrics to drive actionUpsell existing accounts through net new services and adding to existing services by adding sister locations, increasing the scope of work, etcBuilding Strategic Client Relationships, Improving Digital Reputation, & Optimizing Referral ProgramImplement structured business reviews and recurring value conversationsEnsure clients clearly understand the impact and ROI of our servicesPersonally manage high-value and strategic accountsStrengthen long-term partnerships rooted in trust and performanceDesign and own a scalable reputation engine that drives consistent 5-star reviews across key platforms, including Google, Trustpilot, Clutch, etcOwn and scale the $200 client referral program as a measurable, repeatable revenue channel.Building & Leading a High-Performing TeamBuild, lead, and develop a high-performing Customer Success teamDirectly manage the Manager of Customer Solutions, aligning both teams around measurable retention and growth objectivesDesign and implement a Tier 1 support structure within Customer Solutions that enables Customer Success to focus on strategic account expansionLead the cultural shift from reactive service execution to consultative, relationship-driven account managementDefine and own KPIs tied directly to retention, expansion, and engagementEnforce a culture of accountability through data-driven decision-making, disciplined coaching, and performance managementCross-Functional LeadershipPartner with Sales to ensure seamless onboarding and post-sale alignmentCollaborate with Operations, Billing, and Customer Solutions to resolve client needs efficientlyIdentify trends and insights that enhance service delivery and client experienceWhat We Are Looking For7+ years of leadership experience in Customer Success, Account Management, or Client ServicesProven ownership of retention and expansion metricsExperience in building and developing high-performing teamsStrong consultative communication skills Background in recurring revenue or service-based businesses preferredStrategic mindset with operational disciplineAbility to balance relationship excellence with measurable performance outcomesBachelor’s degree in Business, Management, Communications, or a related field preferredPrior experience in a Software as a Service business is a plusYou 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 LikeIn 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 referralsMeaningful reduction in annual client churnIncreased revenue per client through expanded services and additional locationsA fully implemented customer success model tied to proactive engagementA Customer Success operating cadence that is measurable, repeatable, and revenue-alignedBenefit Highlights:Weekly PayPaid TrainingHealth/Dental/Vision & Term LifePTO (Start earning on day one)Employee Assistance Program (Free Training & Development Courses) Childcare Reimbursement up to $375 a monthGym membership reimbursementCompany-sponsored snacksReward and Recognition platform 401k matchAnd More!This position’s starting salary is $100,000 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.