Hybrid Director of Customer Success

at Aescape

• Job title: Director of Customer Success
• Job type: Full Time
• Experience level: Lead
• Salary: $180,000 - $200,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Director of Customer Success at Aescape leading a team to support partner engagement and satisfaction. Overseeing operations and strategic initiatives for service delivery in wellness environments.

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.

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.