Customer Success Manager

About Metropolis Technologies

Metropolis Technologies is innovating at the forefront of artificial intelligence to create a responsive real-world experience. We are pioneers in the Recognition Economy, aiming to eliminate repetitive tasks and create an environment where being recognized unlocks access, comfort, and a sense of belonging. Our solutions range from revolutionizing parking experiences for millions of members to expanding AI capabilities across retail and hospitality sectors. We are building an intuitive, seamless future that is already unfolding.

Role Overview

The Customer Success Manager position focuses on managing primary relationships with airline clients and vendor partners within our Bags, Inc. baggage logistics division. You will combine operational oversight and strategic account management to ensure effective baggage repatriation and optimize vendor courier operations. Reporting to the Vice President of Baggage Logistics, this role involves leveraging technology, including AI, to enhance operational efficiency, manage critical client escalations, and achieve exceptional partner satisfaction.

Key Responsibilities

• Act as the primary liaison and success manager for designated airline clients and vendor couriers in the Bags, Inc. logistics business.
• Establish and nurture strong, trust-based relationships with client representatives by anticipating their needs and maintaining ongoing dialogue.
• Prepare and present quarterly business reviews and other performance reports to airline clients, converting complex data into clear, actionable strategies.
• Manage daily vendor courier operations, ensuring strict adherence to performance standards and service level agreements.
• Communicate consistently with both employees and clients to meet and exceed performance expectations.
• Identify and implement uses of AI and other technologies to streamline procedures, reduce operational expenses, and improve customer experience, such as refining estimated time of arrival windows.
• Collaborate with Product and Engineering teams to push for operational improvements and incorporate client-requested features.
• Handle complex escalations from high-profile clients, effectively balancing multiple priorities.

Qualifications

• At least 5 years of professional experience as a Customer Success Manager, preferably within hospitality or the airline sector.
• Strong background in relationship management and experience creating presentations for senior-level audiences.
• Proficiency in data analytics and demonstrated aptitude for using AI to optimize logistics or account management processes.
• Exceptional verbal and written communication skills.
• Competency in aligning employee and client efforts to meet performance requirements.
• Proven ability to sustain positive client relationships.
• Experience managing competing priorities effectively.
• Familiarity with operational tracking systems.
• Experience applying AI tools to convert static workflows into dynamic, efficient operations.

Compensation and Benefits

The anticipated annual base salary ranges from $75,000 to $85,000 USD, depending on qualifications, experience, skills, education, certifications, and location. This base pay is part of a comprehensive compensation package that may include healthcare benefits, a 401(k) plan, disability insurance, life insurance, stock options, bonuses, and more.

Additional Information

Metropolis may use automated employment decision tools during the hiring process to evaluate candidacy based on job qualifications and responsibilities. Candidate data is retained only as necessary and becomes part of employee records if hired. Metropolis is committed to equal employment opportunities and bases hiring decisions solely on merit and business needs, without discrimination based on any protected characteristics under applicable law.