Customer Success Specialist

Answering Service Care•Margate, FL

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, growing, and adding value to every client in it. After a client’s first month of service, the specialist becomes the client’s main contact and trusted advisor for the duration of the relationship, providing timely help and anticipating client needs. The role focuses on building strong client relationships, identifying opportunities to expand accounts, demonstrating the value and impact of ASC’s services, and improving retention. The specialist uses CRM, data, automation, AI, cloud platforms, and reporting tools to manage account health and prepare for client conversations. The position reports to the Associate Director of Business Development and works closely with Sales, Operations, Billing, and Customer Solutions.

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 when managing many accounts and priorities.
Hands-on experience using AI assistants such as Claude, ChatGPT, or similar tools for research, analysis, drafting communications, or automating 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 through a structured handoff from Sales and Onboarding, serving as each client’s main contact and trusted advisor.
Identify account growth opportunities, including additional services, expanded coverage hours, or additional locations.
Present upgrades consultatively according to client needs.
Meet or exceed quarterly and annual retention and expansion targets.
Identify opportunities in 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 accounts need attention.
Lead retention conversations with dissatisfied clients or clients considering cancellation, and establish plans to rebuild their confidence.
Track reasons for churn and share 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.
Recommend changes to scripts, workflows, and on-call setups to improve client results.
Introduce clients to features and services that help them get more value from ASC.
Use the CRM, cloud platform, and reporting tools to monitor account health and prepare for client conversations.
Use AI tools to research clients, summarize account activity, prepare business reviews, and draft follow-ups.
Use knowledge bases and documentation to find answers and improve workflows.
Learn new platform features and capabilities as they launch so clients can be guided confidently.
Follow ASC’s data privacy and AI use policies when working with client information.
Ask satisfied clients for reviews on platforms such as Google, Trustpilot, and Clutch.
Promote the ASC client referral program and track referrals from the assigned book of business.
Collect client success stories and testimonials.
Partner with Sales on onboarding handoffs so clients begin with clear expectations.
Partner with Operations leadership to improve service quality for assigned accounts.
Support team projects and other duties that advance client success and company goals.