Client Success Specialist
Aescape operates robotics-enabled, personalized bodywork and recovery experiences for fitness, hospitality, and wellness locations.
About Aescape
A New York-based technology company using intelligent systems, advanced robotics, and proprietary software to deliver personalized recovery/bodywork sessions.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage day-to-day relationships with hospitality and wellness partner locations from launch through renewal. You will increase session utilization and membership conversions through staff training, coaching, on-site demos, activation events, guest follow-up, and local referral partnerships. You will monitor account health, coordinate hardware issue resolution, collect partner feedback, maintain local listings and reviews, and report progress against location targets.
Requirements
- 2–3 years of client success, account coordination, account management, or hospitality/wellness operations experience
- Experience managing accounts or location portfolios against retention, utilization, or growth goals
- Experience with hospitality or wellness brands
- Strong communication and relationship-building skills
- Ability to manage multiple accounts and competing priorities
- Ability to collaborate with Sales, Operations, Product, and Marketing
- Ability to travel locally to partner sites 3–5 times weekly and domestically 1–2 times quarterly
- Comfort with outbound sales work, lead follow-up, and closing memberships
- Willingness to build a local network and work on-site and in the community several days weekly
Responsibilities
- Serve as the day-to-day contact for hospitality and wellness partner locations from go-live through renewal
- Drive session volume and utilization through staff enablement, programming support, and coaching
- Track CSAT, utilization trends, and downtime to identify partner risks early
- Coordinate hardware uptime and issue resolution with Operations and Field teams
- Capture and summarize partner feedback for Product and Marketing
- Build relationships with on-property operational contacts and staff
- Call and follow up with first-time guests and leads to drive return sessions and membership conversions
- Train front-desk and floor staff and run live on-site demos
- Plan and staff partner activation events and local community events
- Build referral relationships with nearby businesses to generate new guests
- Request and respond to online reviews and maintain accurate location listings
- Meet per-location targets for session volume, membership conversions, and new-guest acquisition
Benefits
- 100% employer-paid healthcare coverage for employees with coverage for eligible dependents
- Flexible time off
- Quarterly Wellness Days
- Generous parental leave
- Complimentary OneMedical membership
- 401(k) with employer matching
- Home office budget
- Annual professional development stipend
- Dinner for late work
- Complimentary Aescape recovery sessions for employees, friends, and family
- Medical, dental, and vision coverage
- Equity grant
- Discretionary annual bonus