Director of Customer Success
Aescape
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $180,000 - $200,000 per year
Job Level
About the role
- 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.
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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementpeople managementstrategic thinkingperformance trackingchange managementprocess automationoperational efficiencyrelationship building
Soft Skills
coachingempathyaccountabilitydecisivenesssolution-oriented mindsetcommunicationteam leadershipadaptabilityproblem-solving