Enterprise Customer Success Manager

As an Enterprise Customer Success Manager at Aescape, your core responsibilities include building and maintaining robust relationships with partners, serving as the product expert by providing guidance on new and existing products, addressing operational queries, and collaborating with our Launch Team for seamless product introductions. You will monitor key performance indicators and work closely with the Sales Team to identify growth opportunities in the Northeast, ensuring your clients receive top-notch service while driving Aescape's mission forward.

Aescape seeks an Enterprise Customer Success Manager with at least 5 years of experience in client-facing roles, especially in account management or sales. The ideal candidate should possess strong verbal and written communication skills, be detail-oriented, and capable of influencing stakeholders across various levels. A background in analyzing business performance using CRMs and familiarity with data analytics tools like Excel is crucial to succeed in this role.

Joining Aescape as an Enterprise Customer Success Manager means becoming part of a trailblazing tech company that is set to redefine the massage industry. You'll be working with a passionate team, enjoy perks such as free massages, medical coverage, unlimited vacation, and the potential to earn early-stage equity. The company's emphasis on personal and professional growth, alongside a culture driven by innovation and inclusion, makes it a truly exciting workplace.

The Enterprise Customer Success Manager plays a pivotal role in Aescape's product launches by collaborating closely with the Launch Team. This includes serving as the lead point of contact for partners, educating them on product features, and ensuring that launches meet operational and performance expectations. Your contributions will significantly impact how our innovative products are received and integrated in the wellness and hospitality sectors.

The Enterprise Customer Success Manager position at Aescape offers a competitive salary starting at $100,000, coupled with commission opportunities and an equity plan. This package is designed to reward the unique contributions of individuals who help advance Aescape's mission in the wellness and self-care industry while ensuring personal financial growth.

Discuss your relevant experience, highlighting specific roles where you managed client relationships, grew accounts, or collaborated cross-functionally. Use metrics or outcomes to demonstrate your impact, and emphasize your approach to solving challenges and building long-lasting partnerships.

Share your strategies for maintaining clear communication, such as regular updates, setting agendas for meetings, and using project management tools to keep everyone informed. Provide examples of how effective communication has positively impacted your relationships with clients or teams.

Discuss your approach to data analysis, including tools you’ve used (like Salesforce or Excel) and how you translate data into actionable insights. Highlight any successful adjustments or improvements you've implemented based on KPI analysis.

Explain your conflict resolution techniques, such as active listening, empathetic understanding, and proactive problem-solving. Provide an example where you successfully resolved an issue, demonstrating your ability to maintain positive relationships under pressure.

Share your personal connection to the wellness and massage industry, whether it’s a passion for self-care, an interest in innovative health solutions, or experiences that shaped your understanding. Show enthusiasm for Aescape's mission and how you want to contribute to it.

Describe a specific product launch, detailing your role in the process, the collaborative efforts involved, and the outcomes. Emphasize the strategies you used to ensure the launch met both internal and partner expectations.

Outline your training methods, which might include hands-on sessions, webinars, and creating user-friendly documentation. Share a success story where your training significantly improved partner engagement or product utilization.

Discuss how you keep track of your accounts’ changing needs, using regular check-ins and performance reviews to identify gaps. Share methods of researching new offerings that suit partners' requirements and any successful upselling experiences you’ve had.

Explain the importance of customer feedback in shaping products, how it helps in improving user experience, and how you would facilitate gathering this feedback. Providing an example of how you implemented feedback in a past role would strengthen your answer.

Reflect on Aescape's core values and mission, connecting your own skills, experiences, and passions to them. Emphasize your eagerness to be part of a team that is innovating in the wellness sector and your commitment to contributing positively to the company culture.