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Customer Success Manager - job 2 of 4

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.

Please note: this role is 100% in-office in McLean.

As an Customer Success Manager (aka Agent Experience Manager here at Compass), you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests, and more. As an AEM you are passionate about your customers and delivering a world-class experience.

Please note: this role is 100% in-office in McLean.

At Compass You Will:

Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations

What We're Looking For:

2-3 years of experience in customer service, training, office management, hospitality, or operations
Previous experience in real estate is a plus
Previous experience with live or remote training is a plus
Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) is a plus
Passion for supporting and serving agents trying to grow their businesses
The ability to establish credibility with key agent decision-makers and influencers
Great listening skills, connect well with others and is empathetic of the customer’s pain points
A passion for creating community within a space; you encourage in-office interaction, bonding, and engagement
Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
Skilled communicator with great interpersonal skills, the ability to build and manage relationships
Meticulous attention to detail, highly organized
Strong creative writing skills and eye for design
Ability to work in the office during standard operating hours
Ability to lift up to 25 lbs

Please note: this role is 100% in-office in McLean.

Compensation:

The base pay range for this position is $26.54 - $29.48 + pr/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. Minimum wage for the position will always be met.

Perks that You Need to Know About:

Participation in our incentive programs (which may include where eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, marriage leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.

Do your best work, be your authentic self.

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

Notice for California Applicants

Los Angeles County Fair Chance Notice

Compass Glassdoor Company Review

3.6

Compass DE&I Review

4.1

CEO of Compass

Robert Reffkin

Approve of CEO

Average salary estimate

$58328 / YEARLY (est.)

min

max

$55283K

$61373K

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What You Should Know About Customer Success Manager , Compass

At Compass, we're on a mission to help everyone find their place in the world, and we're looking for a dynamic Customer Success Manager to join our vibrant team in McLean. As a Customer Success Manager, also known as an Agent Experience Manager, you'll be the welcoming face our customers meet when they join, guiding them through their journey with us. Imagine being the go-to person for helping our agents understand Compass's innovative tools and programs while assistively managing everything from marketing requests to training sessions. You're not just a support representative; you're a passionate advocate for our customers, driven to provide a world-class experience. You'll manage a diverse portfolio of high-touch customers, employing your skills to promote the adoption of our cutting-edge technology and services. Collaboration is key, as you'll work with our onboarding team to ensure every new customer feels at home and engaged. Your role will also involve being a mentor to the Agent Experience Coordinator(s) and supporting various projects, making every day at Compass exciting. If you're a detail-oriented, empathetic individual with a knack for building relationships and solving problems, this is the place for you. Join us and become part of a culture where everyone can thrive and feel they belong. We can't wait to welcome you to the team!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Compass

What are the responsibilities of the Customer Success Manager at Compass?

As a Customer Success Manager at Compass, your responsibilities include managing a portfolio of customers, providing day-to-day support through various communication channels, and promoting the usage of Compass technology. You'll serve as a mentor, assist with marketing requests, and work closely with the Onboarding team to ensure seamless integration for new customers.