Customer Success Manager
Metropolis is seeking a Customer Success Manager for AeroParker, a Metropolis Technologies company, to act as the primary strategic partner for a portfolio of clients across Europe. In this role, you will own the client relationship throughout the entire lifecycle—from initial acquisition and technical implementation to the long-term operational phase. Working within an experienced team of CSMs, you will act as a consultant to help airports, cities, and ports maximize their revenue and platform utilization while delivering a world-class user experience.
As a Customer Success Manager, you will engage deeply with clients to understand their business goals and advise how AeroParker’s features can meet their needs. You will lead the project management for the delivery and integration of AeroParker for clients, ensuring high-quality, timely deployments. Acting as the "Voice of the Customer" internally, you will advocate for client needs and help shape future product enhancements. Additionally, you will identify development opportunities to enhance the customer experience and ensure technical improvements are properly specified and delivered. Maintaining rigorous oversight of contract deadlines, invoicing, and platform performance will also be key responsibilities.
The ideal candidate will have 3+ years of relevant SaaS experience in Account Management, Customer Success, or a similar role. Hands-on experience supporting e-commerce platforms, including working knowledge of HTML, CSS, Data Analysis, and API integrations, is essential. Strong expertise in managing complex technical projects and integrations is required. Confidence in leading client calls, delivering presentations, and navigating stakeholders at all levels is important. The ability to prioritize multiple clients and complex workstreams without losing sight of the details is crucial. A creative, calm approach to resolving complex client issues and a meticulous mindset when setting up platform functionality or specifying product changes are also desired. A proactive interest in emerging AI technologies and a desire to explore how they can enhance productivity, data analysis, or the customer experience is beneficial.
While not required, proficiency with Salesforce, Jira, or similar CRM/CMS is a plus.
Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site in a hybrid capacity, fostering organic interactions that spark creativity and connection. 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 £35,000 - £40,000 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.