Customer Success Specialist

Answering Service Care•Margate, FL

19h

About The Position

ASC is building a proactive, metrics-driven Customer Success team. The Customer Success Specialist owns a book of business and is accountable for retaining clients, growing accounts, and delivering value. After a client’s first month of service, the specialist becomes the client’s main contact and trusted advisor for the life of the relationship, helping clients in real time and anticipating their needs. The role uses CRM, data, automation, and AI tools to improve client outcomes and work efficiently. It reports to the Associate Director of Business Development and works closely with Sales, Operations, Billing, and Customer Solutions. Success is measured over the first 6 to 12 months through client and revenue retention, revenue expansion, client satisfaction, responsiveness, account engagement, referrals, and reviews. The role is suited to a curious, organized problem-solver who enjoys building long-term client relationships and owning measurable results.

Requirements

At least 3 years of experience in customer service, account management, or client success, including at least 2 years managing client relationships.
Proven results retaining clients and growing accounts, ideally in a recurring-revenue or service business.
Strong critical-thinking, problem-solving, and analytical skills.
Excellent written and verbal communication skills, with confidence communicating by phone, video, and email.
Confidence leading business conversations, including renewals, upgrades, and pricing.
Strong organization and follow-through while managing many accounts and priorities.
Hands-on experience using AI assistants such as Claude, ChatGPT, or similar tools to research, analyze information, draft communications, or automate repetitive tasks.
Dependability, punctuality, and a strong attendance record.

Nice To Haves

Bachelor’s degree in Business, Communications, or a related field, or equivalent experience.
Experience with a CRM such as HubSpot, Salesforce, or similar.
Experience building AI-assisted workflows, such as connecting AI tools to a CRM or other business systems, setting up AI agents for multi-step tasks, or creating reusable prompts and templates.
Familiarity with Google Workspace and Microsoft Office.
Experience in an answering service, contact center, telecommunications, or SaaS business.

Responsibilities

Take ownership of assigned accounts after the first 30 days of service, using a structured handoff from Sales and Onboarding, and serve as each client’s main contact and trusted advisor.
Identify growth opportunities based on client goals, present upgrades consultatively, and meet or exceed quarterly and annual retention and expansion targets.
Find new opportunities within existing client relationships and work with Sales to close them.
Monitor client health signals, including call volume trends, service feedback, billing activity, and engagement, and act early when an account needs attention.
Lead retention conversations with unhappy clients or clients considering cancellation, establish plans to rebuild confidence, and share churn patterns and recommendations with leadership.
Hold regular check-ins and monthly or quarterly business reviews with accounts.
Use call data, response times, and outcomes to demonstrate service impact and ROI, and recommend improvements to scripts, workflows, and on-call setups.
Introduce clients to features and services that help them get more value from ASC.
Use CRM, cloud platform, reporting tools, AI tools, knowledge bases, and documentation to monitor account health, prepare for client conversations, and improve workflows.
Learn new platform features and capabilities and follow ASC’s data privacy and AI use policies when handling client information.
Ask satisfied clients for reviews, promote and track referrals, and collect client success stories and testimonials.
Partner with Sales on onboarding handoffs and with Operations leadership to improve service quality for accounts.
Support team projects and other duties that advance client success and company goals.