Vice President of Customer Success

Location: New York, NY (hybrid, 3 days per week in office)

Employment type: Full-time

Salary range: $190,000–210,000 base, plus annual performance bonus

Reports to: Chief Business Officer

About Curacity

Curacity is a two-sided marketplace connecting travel brands that need to be discovered with the publishers, travel writers, and content creators travelers actually trust. Hotels and cruise brands define the editorial coverage they need; our network of publishers and creators produces original content; Curacity coordinates the fulfillment and measures the outcomes.

We operate two products on that network. VISTA Core distributes original editorial recommendations through premium publisher audiences and measures the incremental bookings and revenue they generate. VISTA AI builds the distributed editorial footprint that influences whether a property gets recommended when travelers ask ChatGPT, Perplexity, Google AI Mode, or Gemini where to stay.

Curacity partners with publications including AFAR and Travel + Leisure, and was named among Inc. 5000's Top 20 Travel & Hospitality Companies and Digiday's Best Content Marketing Platform of 2024. We are headquartered in New York with an office in Stamford, CT.

About The Role

We're looking for a commercially driven, AI-native leader to transform Customer Success into a strategic account management organization focused on customer retention, revenue growth, and measurable business impact.

You'll lead an existing team of Customer Success Managers, evolving the function from primarily reactive account management and reporting performance to proactively growing customer relationships, identifying commercial opportunities, and demonstrating the value Curacity delivers.

This is a hands-on leadership role. You'll personally build relationships with senior executives at our largest clients, lead strategic account planning, and help customers understand how premium editorial distribution, incremental impact measurement, and AI recommendation insights contribute to their business objectives.

You'll also be a builder. We believe AI should fundamentally change how a Customer Success organization operates. We're looking for someone who has already built and deployed AI-powered tools and workflows that improve productivity, customer intelligence, or revenue outcomes — and who is comfortable creating solutions without waiting for Product or Engineering to deliver every tool.

What You'll Do

Own Retention and Customer Revenue Growth

• Own gross revenue retention (GRR) and net revenue retention (NRR), with direct accountability for renewals, cross-sell, and upsell across existing customer relationships.
• Develop proactive account strategies that identify growth opportunities, renewal risks, executive relationships, and measurable customer outcomes.
• Build a systematic cross-sell motion between VISTA Core and VISTA AI, expanding the value and breadth of existing customer relationships.
• Establish early-warning systems for churn risk and lead proactive retention strategies well before renewal decisions.
• Partner closely with the VP of Sales on strategic account planning and enterprise relationships. Customer Success owns retention and revenue growth within existing customer relationships; Sales owns expansion into additional properties across hotel brand and management company portfolios.
• Build a predictable operating cadence around retention forecasts, upsell pipelines, customer health, and commercial performance.

Elevate Executive Relationships and Strategic Engagement

• Serve as a senior executive relationship owner for Curacity's largest and most strategically important clients, alongside the VP of Sales.
• Build trusted relationships with CMOs, VPs of Marketing, commercial leaders, and other senior decision-makers across hotel brands, management companies, and major properties.
• Establish a regular cadence of in-person customer visits, executive business reviews, and strategic planning sessions.
• Lead Curacity's Customer Council, bringing together senior customers to exchange perspectives, provide feedback, and help inform our strategic direction.
• Help customers connect Curacity's capabilities to their broader marketing, distribution, and revenue strategies.
• Personally engage in high-stakes renewals, complex measurement discussions, executive escalations, and significant growth opportunities.

Turn Measurement and Insights Into Commercial Value

• Lead the delivery and strategic interpretation of incremental impact studies, helping customers understand incremental booking lift, revenue lift, and return on investment.
• Ensure the team can confidently explain attribution methodologies, test-versus-control studies, incrementality, and how Curacity's results fit within a customer's broader marketing measurement framework.
• Translate VISTA Intelligence data — including AI recommendation share, recommendation lift and competitive benchmarking — into actionable customer strategies.
• Transform business reviews from reporting exercises into forward-looking discussions about performance, opportunities, and investment decisions.
• Partner with Data, Insights, and Product teams to improve how customer outcomes are measured, communicated, and used to inform account strategy.
• Establish a consistent, high-quality standard for executive presentations, impact studies, and strategic recommendations.

Build an AI-Native Customer Success Organization

• Personally design, prototype, and deploy AI-powered workflows that make the team more effective and commercially productive.
• Identify opportunities to automate routine reporting, account research, meeting preparation, customer intelligence, renewal risk monitoring, and administrative workflows.
• Build tools that surface cross-sell and upsell opportunities, synthesize customer performance data, and help CSMs prepare more compelling executive recommendations.
• Use commercially available AI tools, automation platforms, and integrations to deliver working solutions quickly, partnering with Product and Engineering when production-grade integration, data governance, or security requirements demand it.
• Establish measurable productivity and revenue outcomes for AI initiatives, rather than treating AI adoption as an end in itself.
• Train the team to use and continuously improve these tools, freeing capacity for higher-value customer engagement.

Transform & Develop The Team

• Evaluate the team's capabilities, establish expectations for senior account management, and create development plans for individuals with the potential to grow.
• Coach CSMs on executive communication, commercial negotiation, strategic account planning, measurement, and consultative selling.
• Create clear account segmentation, coverage models, performance standards, and accountability.
• Build a culture that combines strong customer advocacy with commercial discipline, analytical rigor, and a bias toward action.

Required Qualifications

• 10+ years of relevant experience in Customer Success, strategic account management, client services, or commercial leadership, including 5+ years leading customer-facing teams.
• Significant experience in digital media, advertising technology, marketing technology, or a closely related measurement-driven business.
• Proven accountability for retention, cross-sell, upsell, and revenue growth within an existing customer base.
• Strong understanding of digital marketing measurement, attribution methodologies, incrementality, experimentation, and marketing ROI.
• Demonstrated ability to translate complex analytics and performance data into commercially compelling insights and recommendations.
• Experience building and maintaining senior executive relationships, including presenting to CMOs and other C-suite decision-makers.
• A track record of coaching, developing, and upgrading teams to deliver stronger commercial outcomes.
• Hands-on experience building and deploying AI-powered tools or automated workflows used by customer-facing teams, with measurable productivity or business impact. We'll ask you to show us what you've built.
• Strong commercial judgment, analytical fluency, and comfort navigating complex customer relationships and negotiations.
• A builder's mentality, with the ability to operate effectively in a fast-moving, entrepreneurial environment.
• Willingness to travel regularly for customer meetings, executive business reviews, and industry events.

Preferred Qualifications

• Experience working with hotels, hospitality brands, or travel technology 
• Familiarity with marketing mix modeling, controlled experiments, conversion lift studies, or other incremental measurement approaches.
• Experience with AI search, generative engine optimization (GEO), or AI visibility and recommendation analytics.
• Experience leading a Customer Success transformation from reactive account management to proactive commercial ownership.
• Experience implementing AI agents, CRM automations, data integrations, or internal productivity applications.

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

Equal Opportunity

Curacity is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.