Client Success Manager

About the role

Aescape is a New York-based physical AI and robotics company redefining human recovery through intelligent, precision bodywork, elevating it into a consistent, outcomes-driven practice. Powered by real-time body mapping, advanced robotics, and proprietary software, Aescape delivers deeply personalized bodywork that continuously adapts to the individual. This role is based in New York City or Los Angeles. NYC-based hires work hybrid out of our Chelsea office 2-3 days per week; LA-based hires work remotely. Travel to partner sites is expected 1-2 times per quarter.

Responsibilities

• Own a portfolio of hospitality and wellness accounts (hotel brands, spas, wellness studios) as their primary Aescape point of contact from go-live through renewal
• Drive session volume and utilization at partner locations through programming support, staff enablement, and ongoing coaching
• Lead quarterly business reviews with partner stakeholders, presenting performance data, insights, and actionable growth plans
• Monitor partner health signals — CSAT, utilization trends, downtime — and proactively address risk before it becomes churn
• Manage the renewal process end-to-end and collaborate with Sales to identify expansion opportunities (additional units, new locations, contract upgrades)
• Partner with Operations and Field teams to ensure hardware uptime and fast resolution of issues affecting the partner experience
• Relay structured partner feedback to Product and Marketing to influence the roadmap and go-to-market strategy
• Build executive-level relationships at partner organizations that support long-term account growth and advocacy

Requirements

• 3–5 years of client success, account management, or partnership experience in a B2B context — hardware, SaaS, or hospitality tech background a strong plus
• Proven track record managing a book of accounts with measurable retention and growth outcomes
• Experience working with hospitality or wellness brands is highly valued
• Strong communicator who builds trust with both day-to-day operational contacts and executive stakeholders
• Data-driven approach to account health — comfortable using dashboards and metrics to lead partner conversations
• Highly organized, able to juggle multiple accounts and competing priorities without dropping the ball
• Collaborative by nature — effective at working across Sales, Ops, Product, and Marketing
• Genuine interest in health, wellness, recovery, and the future of physical AI
• Ability to travel to partner sites 1-2 times per quarter

Benefits

• 100% employer-paid healthcare coverage for employees with generous coverage for eligible dependents
• Flexible time off
• Quarterly Wellness Days - everyone fully unplugs
• Generous parental leave
• Complimentary OneMedical membership
• 401(k) with employer matching
• Home office budget
• Annual stipend for professional development
• Working late? Dinner is on us
• Complimentary Aescape recovery sessions for yourself, friends & family

Pay

On-target earnings of $135,000 - $155,000 annually, made up of a $100,000 - $120,000 base salary plus a performance-based bonus paid quarterly with a $35,000 annual target and the opportunity to exceed target. Also includes an equity grant commensurate with the role and company stage.