Customer Success Manager
At a glance
Manager-level Customer Success role at urbancompass. Seattle.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Manage a portfolio of agents, handling day-to-day questions and issues through calls, email, and in-person meetings
- Help agents use Compass tools and services through one-to-one guidance, recommendations, and group training
- Answer marketing questions, build listing presentations and postcards from templates, and route complex requests to specialists
- Coordinate with onboarding on plans and logistics for welcoming new agents
- Represent agent feedback across teams and mentor coordinators, including handling escalations
What you bring
- Two to three years in customer service, training, office management, hospitality, or operations
- You can build trust with agent decision-makers and influencers, listen empathetically, and communicate well
- You bring strong problem-solving, organization, attention to detail, and creative writing skills
Who this fits
This role suits someone who enjoys supporting agents, training customers, and building relationships in person. It is a manager-level role with mentoring responsibilities, based entirely in the Seattle office during standard operating hours. The role includes lifting up to twenty-five pounds.
From the employer
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 (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. You are passionate about your customers and delivering a world class experience.
Please note: this role is 100% in-office in our Seattle, WA office (837 N 34th Street).
At Compass You Will:
- 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 including listing presentations and postcards, and being the liaison to marketing specialists for more complex support 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
- Previous experience in real estate a plus
- Previous experience with live or virtual training a plus
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
- 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 of the customer’s 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, ability to build and manage relationships
- Meticulous attention to detail, highly organized
- Strong creative writing skills and eye for design
- Ability to work in the office during standard operating hours
- Ability to lift up to 25 lbs
Compensation: The expected base pay for this position is $33.00 - $35.00 per per 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 About:
Participation 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.Not this one either?
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