Senior Manager of Customer Success

Answering Service Care•Margate, FL

3d•$90,000•Onsite

About The Position

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.

Requirements

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
Strong consultative communication skills
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.

Responsibilities

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
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.
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
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