Customer Success Specialist

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 more, we provide professional, reliable customer service across all industries.

ASC is building a proactive, metrics-driven Customer Success team. As a Customer Success Specialist, you will own a book of business and be accountable for retaining, growing, and adding value to every client in it.

• →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 for the life of the relationship
• →Find growth opportunities tied to client goals, such as adding lead intake, appointment scheduling, live chat, SMS, or email support, covering more hours, or adding locations
• →Present upgrades in a consultative way, based on what each client needs
• →Meet or exceed quarterly and annual retention and expansion targets
• →Find new opportunities in existing client relationships and work with Sales to close them

• Track client health signals such as call volume trends, service feedback, billing activity, and engagement, and act early when an account needs attention
• Lead retention conversations with clients who are unhappy or considering cancellation, and put a clear plan in place to win back their confidence
• Track churn reasons and share patterns and recommendations with leadership

• Hold regular check-ins and monthly/quarterly business reviews with your accounts
• Use call data, response times, and outcomes to show clients the impact and ROI of our services
• Recommend changes to scripts, workflows, and on-call setups that improve client results
• Introduce clients to features and services that help them get more from ASC

• Use our CRM, cloud platform, and reporting tools to monitor account health and prepare for every client conversation
• Use AI tools to research clients, summarize account activity, prepare business reviews, and draft follow-ups
• Use knowledge bases and documentation to find answers quickly and keep improving your workflow
• Learn new platform features and capabilities as they launch so you can guide clients 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 your book
• Collect client success stories and testimonials

• Partner with Sales on onboarding handoffs so each client starts with clear expectations
• Partner with Operations leadership to improve service quality for your accounts
• Support team projects and other duties that advance client success and company goals

• 3+ years of experience in customer service, account management, or client success, including at least 2 years managing client relationships
• Proven results in 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 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 to work faster and smarter, for example to research, analyze information, draft communications, or automate repetitive tasks
• Dependable and punctual, with a strong attendance record

• 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 to handle multi-step tasks, or creating reusable prompts and templates for your team
• Familiarity with Google Workspace and Microsoft Office
• Experience in an answering service, contact center, telecommunications, or SaaS business

• See Customer Success as a growth engine for the business
• Enjoy owning results and being measured on them
• Jump in to help a client in the moment, then turn that moment into a stronger relationship
• Are curious about technology and always looking for a smarter way to work
• Build trust quickly and keep it for years, not months

In your first 6 to 12 months, you will be measured on:

• Retention: Meeting client and revenue retention targets across your book
• Expansion: Growing revenue per client through added services, hours, locations, and scope
• Client Satisfaction: Strong and improving CSAT and NPS scores across your accounts
• Responsiveness: Timely, complete resolution when clients need help
• Engagement: Every account with a current health score and a regular check-in schedule
• Advocacy: Steady growth in referrals and 5-star reviews from your accounts