Customer Success Manager
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 account manager. The role supports customers with understanding Compass, training on its tools and programs, marketing requests, and other needs. The position is 100% in office in Houston, Texas, at 24275 Katy Fwy. The AEM delivers a high-touch customer experience, helps agents adopt Compass technology and services, and provides marketing and onboarding support. The role also contributes to office operations, welcomes guests, responds to office needs, and helps maintain an organized and welcoming office environment.
Requirements
- 2–3 years of experience in customer service, training, office management, hospitality, or operations.
- Passion for supporting agents as they grow their businesses.
- Ability to establish credibility with key agent decision-makers and influencers.
- Strong listening skills, empathy for customer pain points, and ability to connect with others.
- 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 organization 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 with live or remote training.
- Previous experience working 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 adjacent 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.
- Collaborate with other team members and departments to represent agents’ questions and feedback.
- Welcome guests, answer the office phone line, manage mail distribution, and provide first-line support for office-related needs.
- Help maintain the office’s appearance and organization, maintain supply inventory, and escalate facilities issues.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
