Customer Success Manager

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.As a Customer Success Manager, AKA "Agent Experience Manager", 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 out of our Novato Office.At Compass You WillManage 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 meetingsServe as the face of the office by welcoming guests, managing mail distribution, facilitating in-office event setup, and providing first-line support for office-related needs; responsible for the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issuesPromote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessionsProvide 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 requestsPartner with the Onboarding team on strategy and logistics for welcoming new customers to CompassSupport ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activityWork collaboratively with other team members and departments to champion questions and feedback on behalf of the agentServe as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalationsBe a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing changeWhat We're Looking For2-3 years of experience in customer service, training, office management, hospitality, or operationsPrevious experience in real estate a plusPrevious experience with live or remote training a plusPrevious experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plusPassion for supporting and serving agents trying to grow their businessesThe ability to establish credibility with key agent decision-makers and influencersGreat listening skills, connects well with others, and is empathetic of the customer’s pain pointsA passion for creating community within a space; you encourage in-office interaction, bonding and engagementStrong problem-solving and analytical skills, allowing you to adapt and formulate solutions quicklySkilled communicator with great interpersonal skills, ability to build and manage relationshipsMeticulous attention to detail, highly organizedStrong creative writing skills and eye for designAbility to work in the office during standard operating hoursAbility to lift up to 25 lbsCompensationThe expected base pay for this position is $33.00 - $35.00 /hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program. We remain committed to fair pay practices and compliance with all California transparency requirements.Perks That You Need To Know AboutParticipation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental 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 ApplicantsLos Angeles County Fair Chance Notice