Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact and customer success manager for designated airline clients and vendor couriers within the Bags, Inc. logistics sector.

• Establish and nurture robust, positive relationships with client representatives, proactively identifying their needs and fostering long-term trust.

• Lead the development and delivery of quarterly business reviews (QBRs) and other routine performance reports for airline clients, converting complex data sets into actionable insights.

• Supervise the daily operations of vendor couriers, ensuring compliance with stringent performance standards and service level agreements (SLAs).

• Communicate effectively with both employees and clients to ensure that performance requirements are met.

• Identify and implement opportunities to utilize AI and other technologies to optimize workflows, reduce operational costs, and enhance the customer experience, such as by improving ETA delivery windows.

• Collaborate with Product and Engineering teams to champion operational efficiencies and features requested by clients.

• Manage complex escalations from high-value clients while simultaneously addressing multiple priorities.

⛳️ Requirements

• Over 5 years of professional experience as a Customer Success Manager, preferably in the hospitality or airline sectors.

• Demonstrated expertise in relationship management and the creation of presentations for senior-level audiences.

• Proven experience or strong familiarity with data analytics and the use of AI to enhance efficiencies in logistics or account management.

• Exceptional oral and written communication abilities.

• Capacity to effectively communicate with employees and clients to ensure performance requirements are achieved.

• Skill in maintaining positive relationships with client representatives.

• Experience managing multiple priorities simultaneously.

• Proficiency in operational tracking systems.

• Background in utilizing AI tools to convert static workflows into dynamic, high-output processes.

🏝️ Benefits

• Healthcare benefits

• 401(k) plan

• Short-term and long-term disability coverage

• Basic life insurance

• Attractive stock option plan

• Bonus plans