Customer Success Manager

Compass • Houston, TX

17h • Onsite

About The Position

At Compass, the Customer Success Manager, also known as an Agent Experience Manager (AEM), is the first point of contact for customers joining Compass and serves as their ongoing account manager. The role supports customers in understanding Compass, learning its tools and programs, handling marketing requests, and receiving a high-quality customer experience. This position is 100% in office in Houston, Texas, at 24275 Katy Fwy.

Requirements

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Passion for supporting agents who are working to grow 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 foster community, 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, including the 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 pounds.

Nice To Haves

• Previous experience in real estate.
• Previous experience with 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 by phone, email, and in-person meetings.
• Promote adoption of Compass technology and related services through one-to-one support, strategic recommendations, and group training.
• 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 including new office openings, national initiatives, and new expansion and M&A activity.
• Collaborate with team members and departments to champion agents' questions and feedback.
• Welcome office guests, answer the office phone, distribute mail, provide first-line support for office needs, help maintain the office's appearance and organization, maintain supply inventory, and escalate facilities issues.

Benefits

• Participation in incentive programs, which may include eligible cash, equity, or commissions.
• 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 support system for new parents.
• Carrot fertility benefits.
• UrbanSitter caregiver referral network.
• Employee Assistance Program.
• Pet insurance.
• Professional growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed