Strategic Client Success Manager — Hospitality Tech

Aescape; New York (NY); Hybrid; USD 135,000 - 155,000; Full time

Benefits offered by this job

Healthcare coverage

Flexible time off

Wellness days

Parental leave

401(k) matching

Home office budget

Professional development stipend

Recovery sessions

Job summary

Aescape is seeking a Client Success Manager based in New York City or Los Angeles to own relationships with hospitality and wellness partners and drive utilization of our technology at partner locations. You will report to the Head of Client Strategy and Success and collaborate with Sales, Operations, Product, and Marketing to scale our presence worldwide.

This role involves managing a portfolio from go-live through renewal, coaching partner staff, and leading quarterly business reviews to grow

Qualifications

• 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.

Responsibilities

• Own a portfolio of hospitality and wellness accounts 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.

Skills

Client success

Account management

Hospitality tech

Data-driven

Cross-functional

Travel-ready

Job description

Aescape is seeking a Client Success Manager based in New York City or Los Angeles to own relationships with hospitality and wellness partners and drive utilization of our technology at partner locations. You will report to the Head of Client Strategy and Success and collaborate with Sales, Operations, Product, and Marketing to scale our presence worldwide.

This role involves managing a portfolio from go-live through renewal, coaching partner staff, and leading quarterly business reviews to grow