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Salary: USD 75,000 - 85,000 / annual
Metropolis Technologies is seeking a Customer Success Manager (internally titled Senior Operations Manager) to serve as the primary relationship manager for key airline clients and vendor partners within the Bags, Inc. baggage logistics line of business. Reporting directly to the Vice President of Baggage Logistics, you will blend operational oversight with strategic account management to ensure seamless baggage repatriation and optimize the vendor courier network.
Key responsibilities include: serving as the key point of contact for assigned airline clients and vendor couriers; developing and maintaining strong relationships with client representatives while proactively anticipating their needs; leading the creation and presentation of quarterly business reviews (QBRs) and performance reports that translate complex data into actionable insights; overseeing day-to-day operations of vendor couriers to ensure adherence to performance standards and SLAs; communicating effectively with employees and clients to ensure fulfillment of performance requirements; identifying and implementing opportunities to leverage AI and other technologies to streamline workflows, improve operational costs, and enhance customer experience (such as improving ETA delivery windows); partnering with Product and Engineering teams to advocate for operational efficiencies and client-requested features; and navigating complex escalations from high-value clients while managing multiple priorities simultaneously.
The ideal candidate brings 5+ years of professional Customer Success Manager experience, ideally in hospitality or the airline industry. You should have proven experience in relationship management and presentation creation for high-level audiences, demonstrated experience or strong familiarity with data analytics and AI applications in logistics or account management, excellent oral and written communication skills, ability to maintain positive client relationships, experience handling multiple priorities, proficiency with operational tracking systems, and experience leveraging AI tools to transform static workflows into responsive, high-output processes.
