Customer Success Manager
New
M
MetropolisLogistics and Technology
Remote USAFull-TimeSenior
Salary$75,000.00 USD to $85,000.00 USD annually
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceRelationship managementData analytics
Requirements
- 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
- Proficiency with operational tracking systems
- 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
- Experience leveraging AI tools to transform static workflows into responsive, high-output processes
- Excellent oral and written communication skills
Responsibilities
- 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
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