About the Role
Metropolis is building the Recognition Economy using AI to make the real world responsive. This role is a Customer Success Manager focusing on key airline clients and vendor partners within the Bags, Inc. logistics line of business. The manager will handle operational oversight and strategic account management, ensuring seamless baggage repatriation and optimizing the vendor courier network. Reporting to the Vice President, Baggage Logistics, this position involves leveraging data and AI to drive operational efficiency, manage high-value client escalations, and deliver outstanding partner satisfaction. The team at Metropolis is composed of world-class product leaders and engineers, dedicated to building an ecosystem of technologies at the intersection of parking, mobility, and real estate, aiming for an inclusive culture where every voice is heard and the best ideas prevail. The future isn't coming; it's here, and the company seeks builders, innovators, and problem solvers.
Responsibilities
- Serve as the key point of contact and customer success manager for assigned airline clients and vendor couriers within the Bags, Inc. logistics line of business
- Develop and maintain strong, positive relationships with client representatives, proactively anticipating their needs and building long-term trust
- Lead the creation and presentation of quarterly business reviews (QBRs) and other regular performance reports to airline clients, translating complex data sets into actionable insights
- Oversee the day-to-day operations of vendor couriers, ensuring adherence to rigorous performance standards and service level agreements (SLAs)
- Communicate effectively with employees and clients to ensure fulfillment of performance requirements
- Seek and implement opportunities to leverage AI and other technologies to streamline workflows, improve operational costs, and enhance the customer experience, such as improving ETA delivery windows
- Partner with Product and Engineering teams to advocate for operational efficiencies and client-requested features
- Navigate complex escalations from high-value clients while handling multiple priorities simultaneously
Requirements
- 5+ years of professional Customer Success Manager experience, ideally in the hospitality or airline industry
- Proven experience in relationship management and presentation creation for high-level audiences
- Demonstrated experience or strong familiarity with data analytics and leveraging AI to drive efficiencies in logistics or account management
- Excellent oral and written communication skills
- Ability to communicate effectively with employees and clients to ensure fulfillment of performance requirements
- Ability to maintain positive relationships with client representatives
- Experience handling multiple priorities simultaneously
- Proficiency with operational tracking systems
- Experience leveraging AI tools to transform static workflows into responsive, high-output processes
Benefits
- Anticipated base salary for this position is $75,000.00 USD to $85,000.00 USD annually.
- Access to or eligibility for healthcare benefits
- 401(k) plan
- Short-term and long-term disability coverage
- Basic life insurance
- Lucrative stock option plan
- Bonus plans