Customer Success Manager

Who you are

Metropolis is seeking an Customer Success Manager (internally known as Senior Operations Manager) to serve as the primary relationship manager for key airline clients and vendor partners within our Bags, Inc. line of business. In this role, you will blend operational oversight with strategic account management to ensure seamless baggage repatriation and optimize our vendor courier network. Reporting directly to the Vice President, Baggage Logistics, you will leverage data and technology, including AI, to drive operational efficiency, navigate high-value client escalations, and deliver outstanding partner satisfaction.

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