Compass is hiring a Customer Success Manager

At Compass, our mission is to help everyone find their place in the world. As a Customer Success Manager (also known as an Agent Experience Manager), you will be the first person our customers meet when they join Compass and their dedicated account manager from that day forward. You will support them with understanding our platform, training on our tools and programs, and assisting with marketing requests.

What You'll Do

• 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 (like listing presentations and postcards), and acting as a liaison to marketing specialists for complex 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.
• 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, connects well with others, and is empathetic to customer 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 and the ability to build and manage relationships.
• Meticulous attention to detail and highly organized.
• Strong creative writing skills and an eye for design.
• Ability to work in the office during standard operating hours.
• Ability to lift up to 25 lbs.

Nice to Have

• Previous experience in real estate.
• Previous experience with live or remote training.
• Previous experience working with enterprise technology like Zendesk, Salesforce, or Confluence.

Technical Stack

• Zendesk
• Salesforce
• Confluence

Team & Environment

You will partner with the Onboarding team, work collaboratively with other team members and departments, and serve as a mentor to Agent Experience Coordinator(s).

Benefits & Compensation

• Compensation: $27.00 - $30.00 / hour.
• 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.
• Pet insurance.

Work Mode

This is an onsite position based at our Winnetka office.

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.