Customer Success Manager

What you'll do

• 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

What we're looking for

• 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

Compensation The anticipated base salary for this position is $75,000 to $85,000 annually. Base salary is one component of Metropolis' total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, a lucrative stock option plan, bonus plans, and more.