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 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.

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

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.

00 USD annually.

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

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.