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Come join Curacity: Hotel marketing software that turns media into revenue!!

Position: Senior Customer Success Manager

Reports to: Director of Business Operations | Cody Landrum | LinkedIn

Location: New York, NY (Hybrid - in the office Tuesday, Wednesday, Thursday)

About Curacity

Curacity is the leading media brand network driving measurable revenue for luxury and lifestyle hotels through brand-elevating exposure to high-value travelers. Leveraging proprietary technology and first-party data through partnerships with top travel publications like AFAR and Travel+Leisure, our platform delivers validated 10×–20× ROI. Named among Inc. 5000’s Top 20 Travel & Hospitality Companies and Digiday’s Best Content Marketing Platform of 2024, Curacity is headquartered in New York and Stamford, CT.

Position Overview

Curacity is seeking a highly technical and AI-fluent operations professional to help scale and optimize the operational systems that power our business.

This role is responsible for improving and overseeing workflows related to data ingestion, operational support, onboarding, billing operations, and partner data management. The focus of the role is not simply executing repetitive operational tasks, but designing, managing, and improving AI-assisted and automated workflows that increase efficiency, accuracy, and scalability across the organization.

The ideal candidate is analytical, systems-oriented, technically curious, and comfortable troubleshooting operational and data-related issues across internal teams and external partners. This person should be excited about leveraging AI, automation, and process design to reduce manual work and improve operational performance.

Strong English communication skills are essential, as this role regularly communicates with customers, hotel partners, vendors, and internal stakeholders regarding operational and data-related issues.

Operational Systems & Automation

Design, improve, and manage AI-assisted operational workflows related to data ingestion, onboarding, billing support, reporting, and internal operations
Proactively Identify repetitive operational tasks and implement automation solutions to reduce manual workload and improve scalability
Monitor and supervise automated workflows, AI agents, and operational systems to ensure reliable execution and timely issue resolution
Maintain operational processes that improve efficiency, accuracy, and visibility across teams
Partner with leadership to identify operational bottlenecks and implement scalable workflow improvements
Assist in developing documentation, SOPs, workflow logic, and operational standards that support automation and process consistency

Data Operations & Ingestion

Oversee the ingestion, validation, and processing of incoming client and partner datasets across Curacity systems
Investigate and troubleshoot data discrepancies, formatting inconsistencies, failed imports, mapping issues, and operational exceptions
Coordinate with third-party data processing partners to ensure timely and accurate delivery of required datasets
Design and improve workflows for monitoring data quality, ingestion reliability, and operational reporting
Support the development of scalable validation and escalation processes for partner data issues
Communicate directly with hotel partners, clients, and vendors regarding missing, invalid, or incomplete data submissions
Coordinate issue resolution and data corrections with external partners to ensure successful processing outcomes

Operations Support & Cross-Functional Collaboration

Support operational workflows related to onboarding, account setup, billing support, reporting, and internal systems
Assist with internal operational and support tickets related to customer data, reporting, workflows, and platform functionality
Collaborate with Operations, Customer Success, Finance, Product, and Engineering teams to improve systems and operational processes
Help define metrics, KPIs, and reporting that improve visibility into operational performance and workflow effectiveness
Maintain strong working knowledge of Curacity systems, operational processes, and customer delivery requirements
Perform additional operational, analytical, and systems-related duties as assigned by leadership

Minimum Qualifications

Strong technical aptitude and analytical problem-solving abilities
Fluent English communication skills, both written and verbal
Experience working with operational workflows, structured data, spreadsheets, or system-based processes
Strong organizational skills and ability to manage multiple workflows simultaneously
Ability to troubleshoot operational and technical issues independently
Strong attention to detail and systems-thinking mindset
Ability to professionally communicate with customers, partners, vendors, and internal stakeholders
Comfortable learning and using AI tools, workflow automation platforms, and operational systems
Ability to work effectively in a fast-paced and evolving environment

Preferred Qualifications

Experience with AI tools such as ChatGPT, Claude, Cursor, or agent-based workflow systems
Experience with workflow automation tools such as Zapier, Make, n8n, Airtable, Retool, or similar platforms
Familiarity with APIs, SQL, scripting, ETL workflows, or operational data pipelines
Experience improving or automating operational workflows and business processes
Prior experience in SaaS operations, data operations, RevOps, systems operations, or technical support environments
Experience working with ticketing or operational support systems
Strong troubleshooting mindset with the ability to identify root causes and implement scalable solutions
Highly collaborative team player with strong accountability and ownership mentality

Why Curacity?

You’ll join an award-winning, fast-growing team at the intersection of luxury travel and cutting-edge ad tech. We offer competitive compensation, comprehensive benefits, and the opportunity to shape the future of hospitality marketing.

What We Offer

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

Equity: Stock options are offered to all full-time employees
Healthcare: Comprehensive medical and dental insurance plans, long-term disability policy, generous company contribution
Retirement: 401(k) match – up to 4% of your total 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: 15 personal days, in addition to 10+ public holiday closure dates
Wellness: $100 monthly stipend for health and wellness related activities
Recognition: Birthday, anniversary, and other every-day surprises and gifts to recognize the hard work of our team members
Culture: Casual, collaborative (and dog friendly!) work environment in the heart of Flatiron with CWJ cold brew on tap

Exact compensation for this role is determined based on a number of factors including experience, skill level, 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.

Equal Opportunity

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.

We encourage candidates of all backgrounds to apply, and we provide reasonable accommodations during the hiring process for individuals with disabilities, upon request.

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