Associate Director of Business Development

Answering Service Care (ASC) is a well-established live answering service company that has been serving over 4,000 businesses nationwide for more than 50 years. As a third-generation family business, ASC has successfully built a reputation based on professional, reliable customer support spanning a diverse range of industries including law firms, contractors, medical offices, franchises, insurance agencies, and many others. With nearly 200 employees distributed across offices in Washington, New Jersey, North Carolina, and Florida, ASC is known for its people-first culture that prioritizes long-term relationships with both clients and employees. This commitment to excellence and relationship-building has contributed to employee and client loyalty, some lasting over 20 years.

The company culture at ASC emphasizes stability, career growth, and comprehensive training across multiple fields, making it an attractive workplace for professionals seeking career advancement within a thriving organization. Their mission is to create seamless connections between businesses and their customers by providing tailored communication solutions that not only build lasting relationships but also consistently exceed expectations.

The role of Associate Director of Business Development at ASC is an in-office leadership position based in Margate, Florida. This senior management position focuses on leading the Customer Success team and overseeing the Manager of Customer Solutions, with a primary focus on client retention, expansion, and long-term account growth across ASC’s extensive portfolio. The position is critical to the company’s revenue performance, as it drives recurring revenue growth through proactive and strategic client management.

In this role, the Associate Director will inherit a robust service organization and is expected to evolve it into a proactive, metrics-driven growth function. Responsibilities include owning client retention and revenue expansion metrics, reducing churn through structured engagement, identifying value-add growth opportunities aligned with client goals, and establishing client health metrics to drive action. The role also involves upselling through net new services, expansion into sister locations, and increasing service scope.

In addition to revenue growth, the Associate Director will build strategic client relationships by implementing structured business reviews, ensuring clients understand the ROI of services, managing high-value and strategic accounts personally, and strengthening long-term partnerships based on trust and performance. Further responsibilities include designing and scaling a reputation engine to generate consistent 5-star reviews on key platforms and managing a client referral program as a measurable revenue channel.

Leadership duties comprise building, leading, and developing a high-performing Customer Success team, directly managing the Manager of Customer Solutions, and aligning teams around measurable retention and growth objectives. The Associate Director will implement a Tier 1 support structure to enable focused strategic account expansion, lead a cultural shift from reactive to consultative account management, and enforce a culture of accountability supported by data-driven decision-making.

Cross-functional leadership is vital, as the role will partner with Sales to ensure smooth onboarding and post-sale alignment, collaborate with Operations, Billing, and Customer Solutions to resolve client needs efficiently, and analyze trends to enhance service delivery and client experience.

This is a revenue-impacting leadership role that demands 7+ years of leadership experience in Customer Success, Account Management, or Client Services; proven success in retention and expansion metrics; strong consultative communication skills; and a strategic mindset balanced with operational discipline. A bachelor’s degree in Business, Management, Communications, or related field is preferred. Experience in a Software as a Service (SaaS) business and a background in recurring revenue or service-based businesses are advantageous.

The successful candidate will view Customer Success as a growth engine, demonstrate ownership of revenue outcomes, build high-performing teams, and lead with accountability and integrity. Expected success metrics within the first 12 to 24 months include achieving approximately 5% net annual growth in total client count, meaningful reduction in annual client churn, increased revenue per client through expanded services and locations, full implementation of a proactive Customer Success model, and establishing a measurable, repeatable, revenue-aligned Customer Success operating cadence.

ASC offers a competitive starting salary of $100,000 annually, dependent on experience, along with a range of employee benefits designed to support well-being, professional growth, and work-life balance. Joining ASC means becoming part of a respected company with a legacy of excellence and a culture centered on people and performance.