Associate Director of Business Development

About the role

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.

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
• 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
• Cross-functional leadership
• 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

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

Prior experience in a Software as a Service business is a plus

Qualifications

A people-first culture that values long-term relationships and career growth

Industry-leading training across multiple fields

Stability and advancement opportunities in a company that has thrived for 50+ years

The mission to create seamless connections between businesses and their customers through tailored communication solutions that build lasting relationships and consistently exceed expectations

Skills

Strategic mindset with operational discipline

Ability to balance relationship excellence with measurable performance outcomes

View Customer Success as a growth engine, not a support function

Make performance-driven decisions

Build strong teams, hold high standards, and lead with both accountability and integrity

Benefits

Weekly Pay

Paid Training

Health/Dental/Vision & Term Life

PTO (Start earning on day one)

Employee Assistance Program (Free Training & Development Courses)

Childcare Reimbursement up to $375 a month

Gym membership reimbursement

Company-sponsored snacks

Reward and Recognition platform

401k match

This position's starting salary is $100,000 annually, depending on experience