Senior Customer Success Manager

Curacity; New York (NY); Hybrid; USD 125,000 - 145,000; Full time

Benefits offered by this job

Healthcare: Medical and dental plans

401(k) with company match

Hybrid work for NYC-based roles

Generous PTO + holidays

Wellness stipend

Dog-friendly office

Collaborative culture

Job summary

Curacity, a hospitality technology company, seeks a Senior Customer Success Manager to partner with marketers and business leaders, helping them leverage premium media content to drive demand, bookings, and revenue.

You will own strategic relationships for a portfolio of high-value accounts, analyze performance data, and lead quarterly business reviews while collaborating with Product, Operations, and Partnerships to ensure seamless technical implementations in a hybrid NYC-based role.

Qualifications

• 5+ years in Customer Success or similar role.
• You’ve managed a book of 50+ customers at once and know how to prioritize, segment, and stay proactive across all of them.
• HubSpot proficiency to track accounts, pipeline, and customer health.
• Automation workflows or integrations that reduce manual work in the customer lifecycle.
• Ability to discuss AI-driven products and insights with customers.
• Understand customers’ business models, competitive dynamics, and ROI.
• Comfortable with performance data, attribution models, and pattern spotting.
• Experience presenting to leadership and customer executives; explain technical concepts clearly.
• Curiosity and structured problem solving in ambiguous situations.
• Hospitality, marketing technology, or media experience preferred.

Responsibilities

• Own strategic relationships for a portfolio of high-value accounts, developing deep understanding of each customer's business model, competitive positioning, and growth objectives
• Analyze performance data (engagement, attribution, market trends) to identify optimization opportunities and deliver actionable recommendations
• Lead quarterly business reviews linking platform performance to business objectives with data-driven storytelling
• Partner with Product, Operations, & Partnerships to advocate for customer needs and ensure seamless integrations
• Design and execute testing strategies to improve campaign performance across channels and audience segments
• Identify expansion opportunities based on ROI and build champions within organizations
• Monitor account health and intervene to diagnose data discrepancies and performance drops

Skills

50+ customers

HubSpot proficient

Automation mindset

AI fluency

Business fluency

Analytical thinking

Strategic communication

Customer-centric

Education

Bachelor’s degree or higher

Tools

HubSpot

Job description

Curacity is a hospitality technology company that develops distribution infrastructure for travel brands. Its proprietary system of data connections and integrations powers Curacity VISTA, a distribution platform that enables hotels, cruise lines, and destinations to turn visibility across the company’s network of leading media outlets into a measurable source of new demand. Founded in 2015, Curacity has driven $2 billion in verified bookings and revenue, making it an Inc. 5000 top company in the hospitality and travel sector. Headquartered in New York, the company has offices in Stamford, Conn., Toronto, and Buenos Aires.

About the Role

We're seeking a Senior Customer Success Manager who thrives at the intersection of marketing strategy and performance analytics. You'll partner with marketers and business leaders at companies ranging from independents to major brands, helping them leverage premium media content from outlets like Travel + Leisure , Food & Wine , and AFAR to drive measurable demand, bookings, and revenue.

This role requires someone who understands B2B customer success at scale. You'll need to be equally comfortable discussing marketing strategy with executives and troubleshooting technical integrations with operations teams. You'll work with sophisticated customers who demand proof, not buzzwords—and you'll need analytical thinking, industry knowledge, and the ability to diagnose complex problems without obvious answers.

What You’ll Do

• Own strategic relationships for a portfolio of high-value accounts, developing deep understanding of each customer's business model, competitive positioning, and growth objectives
• Analyze multi-layered performance data like engagement metrics, attribution, and market trends to identify optimization opportunities and deliver actionable recommendations
• Lead quarterly business reviews that connect platform performance to broader business objectives, using data to tell compelling stories about impact
• Partner with internal teams (Product, Operations, & Partnerships) to advocate for customer needs, refine strategies, and ensure seamless technical implementations
• Design and execute testing strategies to continuously improve campaign performance across channels, content types, and audience segments
• Identify expansion opportunities based on demonstrated ROI and build champions within customer organizations
• Proactively monitor account health and intervene before issues escalated - investigating data discrepancies, diagnosing performance drops, anticipating seasonal challenges

Who You Are

• 5+ years in Customer Success, Account Management, or a similar external-facing role, owning relationships with enterprise or mid-market accounts
• Proven at scale : You’ve managed a book of 50+ customers at once and know how to prioritize, segment, and stay proactive across all of them
• HubSpot proficient : You run your day out of a CRM and have used HubSpot to track accounts, pipeline, and customer health
• Automation-minded : You’ve built workflows, sequences, or integrations that remove manual work from the customer lifecycle
• AI fluent : You use AI tools in your daily work and can speak credibly with customers about AI-driven products and insights
• Business fluent : You understand your customers’ business models, competitive dynamics, and economic drivers; can discuss marketing performance and ROI intelligently
• Analytically sharp : Comfortable with performance data, attribution models, and spotting patterns without drowning in spreadsheets
• Strategic communicator : Experienced presenting to internal leadership as well as customer executives; explain technical concepts without jargon
• Intellectually curious : Approach ambiguous problems as puzzles to solve; energized by complexity; have strong opinions loosely held
• Customer-centric operator : Balance empathy with accountability; build trust through reliability and actually knowing customers’ business; view criticism as valuable data
• Hospitality, marketing technology, or media experience preferred

The salary range for this role is $125,000-$145,000 . Curacity offers a competitive package which includes base salary, equity, and a comprehensive benefits package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our team during the hiring process. In addition to the salary range listed, this role is eligible for commission-based compensation.

What We Offer

Curacity offers a competitive package which includes base salary, equity, and comprehensive benefits, including:

• Healthcare: Comprehensive medical and dental insurance plans, long-term disability policy, generous company contribution
• Retirement: 401(k) match – up to 4% of your total eligible compensation matched dollar-for-dollar (US-based employees)
• Flexibility: Hybrid Work for NYC-Based Roles: Virtual (2 Days); In-office (3 Days); Multiple “work from anywhere” periods/year
• PTO: Generous PTO policy, in addition to 10+ public holiday closure dates
• Wellness: $100 monthly stipend for health and wellness-related activities
• Recognition: Birthday, anniversary, and other everyday surprises and gifts to recognize our team members
• Culture: Casual, collaborative (and dog-friendly!) work environment in the heart of Flatiron

Curacity is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive team and do not discriminate on the basis of race, color, religion, sex, including pregnancy, childbirth, or related medical conditions, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law.