Customer Success Manager

Role Overview

As a Customer Success Manager (Agent Experience Manager), you will be the first point of contact for new Compass agents and serve as their account manager from day one. You will support customers with understanding Compass, training on tools and programs, marketing support, and more.

Note:

This role is 100% in-office, primarily from our Wakefield, RI (235 Main Street) and Charlestown, RI (4009 Old Post Road) offices.

• Manage a portfolio of high-touch customers by serving as their day‑to‑day contact for questions and issues via phone, email, 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, answering questions and creating collateral from templates (listing presentations, postcards), and serve as 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 expansion/M&A activity
• Collaborate with other team members and departments to champion questions and feedback on behalf of agents

• 2–3 years of experience in customer service, training, office management, hospitality, or operations
• Previous experience in real estate is a plus
• Previous experience with live or remote training is a plus
• Experience working with enterprise technology (Zendesk, Salesforce, Confluence) is a plus
• Passion for supporting and serving agents growing their businesses
• Ability to establish credibility with key agent decision‑makers and influencers
• Great listening skills, ability to connect with others, and empathy for customer pain points
• A passion for creating community within a space, encouraging in‑office interaction, bonding, and engagement
• Strong problem‑solving and analytical skills, able to adapt and formulate solutions quickly
• Skilled communicator with strong interpersonal skills, able to build and manage relationships
  
  Meticulous attention to detail and high organization
• 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

The base pay for this position is $26.00–$28.00 per hour. Final offers may vary based on experience, skills, and internal equity. Additional compensation such as bonuses, commissions, or equity grants may be available, along with a full benefits program consistent with California transparency requirements.

Benefits include participation in incentive programs (eligible cash, equity, commissions), paid vacation, holidays, sick time, parental leave, recharge leave, medical, tele‑health, dental and vision benefits, 401(k) plan, flexible spending accounts, commuter program, life and disability insurance, Maven (new parents support), Carrot (fertility benefits), Urban Sitter (caregiver referral network), Employee Assistance Program, and pet insurance.

Notice for California Applicants:
Los Angeles County Fair Chance Notice.