Customer Success Manager

Compass•Nashville, TN

24d•Onsite

About The Position

At Compass, the Customer Success Manager, also known as an Agent Experience Manager, is the first point of contact for customers joining Compass and serves as their account manager. The role supports customers in understanding Compass, learning its tools and programs, and addressing marketing requests. This position is 100% in-office at 615 Woodland Street in Nashville, Tennessee. The role also helps manage office operations and creates a welcoming, organized environment. The Customer Success Manager works with internal teams to support onboarding, customer projects, technology adoption, marketing needs, and a positive office culture.

Requirements

2–3 years of experience in customer service, training, office management, hospitality, or operations.
Passion for supporting and serving agents who are growing their businesses.
Ability to establish credibility with key agent decision-makers and influencers.
Strong listening skills, ability to connect with others, and empathy for customer pain points.
Ability to encourage in-office interaction, bonding, and engagement.
Strong problem-solving and analytical skills, with the ability to adapt and formulate solutions quickly.
Strong communication and interpersonal skills and ability to build and manage relationships.
Meticulous attention to detail and strong organizational skills.
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 Haves

Previous experience in real estate.
Previous experience delivering live or remote training.
Previous experience with enterprise technology such as Zendesk, Salesforce, or Confluence.

Responsibilities

Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues through phone calls, emails, and in-person meetings.
Welcome guests, answer the office phone line, manage mail distribution, and provide first-line support for office-related needs.
Maintain the office’s appearance and organization, manage supply inventory, and escalate facilities issues.
Promote adoption of Compass technology and related services through one-to-one support, strategic recommendations, and group training sessions.
Provide marketing support by answering questions, creating collateral from templates such as listing presentations and postcards, and connecting customers with marketing specialists for complex requests.
Partner with the Onboarding team on strategies and logistics for welcoming new customers to Compass.
Support projects such as new office openings, national initiatives, and new expansion or M&A activity.
Work with other team members and departments to represent agents’ questions and feedback.
Help foster a positive, constructive culture and inspire and empower others in creating and implementing change.