Metropolis - Customer Success Manager

• 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. • 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