Director of Customer Success

Aescape•New York, NY

1d•$180,000 - $200,000•Hybrid

About The Position

Aescape is a New York–based technology company redefining modern recovery and proactive wellness. Through AI-powered robotics, Aescape delivers personalized recovery experiences that adapt in real time to each individual. The platform brings a new level of personalization and accessibility to modern wellness environments—helping people move better, recover faster, and feel their best, each and every day. Aescape is backed by Valor Equity Partners, BroadLight Capital, and Mecha Ventures. Aescape is looking for a Director of Customer Success, to lead and scale the team responsible for delivering an exceptional on-the-ground experience across Aescape's growing partner network. Your Partner Success Managers are embedded directly within our top-tier partner locations — Equinox, Marriott, Google, Life Time, and beyond — serving as the human backbone of the Aescape experience. You'll be the strategic and operational force behind this team, ensuring every partner location launches successfully, runs smoothly, and continues to see measurable value from the Aescape relationship. You'll work closely with Sales, Product, Operations and Marketing leadership to translate what's happening on the ground into insights that shape the future of our partnerships.

Requirements

7+ years of experience in customer success, account management, or hospitality operations, with at least 3 years in a people management role.
Proven track record of building and leading field-based or distributed teams.
Deep familiarity with the wellness, fitness, or hospitality industry — you understand the culture and standards our partners operate within.
Strong strategic thinking paired with a willingness to get into the weeds when the team needs it.
Excellent communication and relationship-building skills across all levels, from frontline attendants to C-suite partners.
Comfort operating in a fast-moving, early-stage environment where the playbook is still being written.
Ability to travel to partner locations and work across varied schedules as the business demands.

Responsibilities

Recruit, onboard, and develop a team of Partner Success Managers deployed across multiple partner locations and markets.
Set clear performance expectations, conduct regular coaching sessions, and build a culture of accountability, empathy, and excellence.
Act as an escalation point and support system for your team when they encounter complex partner situations or operational challenges.
Own the overall health of the partner success function, ensuring consistent, white-glove experiences are delivered across all active partner locations.
Build strong relationships with senior stakeholders at key partner accounts, complementing the work of the Sales team at the executive level.
Identify trends across partner locations — what's working, what isn't — and translate those insights into actionable improvements.
Develop and refine the playbooks, automate processes and tools your team uses to launch, support, and sustain partner locations.
Partner with Sales, Product, and Support teams to ensure your team has everything they need to succeed.
Track key success metrics across the partner portfolio and report on team performance, partner health, and operational efficiency to senior leadership.
Lead with empathy and decisiveness when escalated issues arise, modeling the solution-oriented mindset you expect from your team.
Anticipate the challenges that come with scaling a Hardware as a Service Customer success team and proactively build systems to address them before they become problems.
Champion change management across your team as Aescape's product, processes, and partner base continue to evolve rapidly.

Benefits

Join a trailblazing tech company anticipated to transform the massage industry
The chance to make a difference with a product that empowers healthier and happier living
Team culture driven by passion, ambition, empowerment, inclusion, curiosity, and fun!
We’ll grow together – your personal and professional growth are equally important
An environment that empowers individuals, emboldens teams, and rewards achievement
Complimentary massages in our NY HQ and our Partner locations!
Medical, vision, and dental insurance covered by us
401k with 4% company match
Flexible paid time off and a generous parental leave policy.
Working late? Dinner is on us.
Competitive pay + bonus. The salary range for the role is $180,000-$200,000.