Customer Success Manager

Who we are

The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy - a future where mundane repetition disappears and being known unlocks access, comfort, and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators, and problem solvers to help us create it.

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

When you join Metropolis, you'll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. The anticipated base salary for this position is $75,000.00 USD to $85,000.00 USD annually. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. 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. #LI-KD1 #LI-remote

Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.

As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.

Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.