Customer Success Manager

7 days ago


Wayne, New Jersey, United States Compass Full time

Join Us at Compass - Where You Belong

Compass, a company established in 2012, is reshaping the real estate scene with its advanced end-to-end platform. This innovative solution equips residential real estate agents to provide exceptional service to both sellers and buyers.

As a Customer Success Manager (CSM) at Compass, you play a pivotal role in ensuring our clients' satisfaction right from the start. You will be the primary point of contact, offering assistance on various aspects such as familiarizing clients with Compass, providing training on tools and programs, addressing marketing needs, and more. Most importantly, you possess a genuine passion for delivering top-notch customer experiences.

About the Role and the Company:
It's important to note that this position is exclusively based in Wayne, PA.


Responsibilities at Compass:

  • Manage a portfolio of high-touch customers, promptly addressing their queries and concerns through diverse channels
  • Encourage the utilization of Compass technology and related services by delivering personalized support, strategic advice, and group training sessions
  • Offer crucial marketing assistance by responding to inquiries, crafting materials from templates, and liaising with marketing experts for complex requests
  • Collaborate with the Onboarding team to strategize and coordinate the welcoming of new clients
  • Support various projects like office launches, national initiatives, and Expansion/M&A efforts
  • Work closely with team members and departments to represent agents' inquiries and feedback effectively
  • Mentor Agent Experience Coordinator(s), providing guidance and managing escalations

Qualifications We Seek:
  • 2-3 years of experience in customer service, training, office management, hospitality, or operations
  • Previous exposure to real estate is advantageous
  • Familiarity with live or virtual training is a plus
  • Hands-on experience with enterprise technology tools like Zendesk, Salesforce, or Confluence is beneficial
  • Passion for assisting agents in expanding their businesses
  • Ability to establish credibility with key decision-makers and influencers
  • Excellent listening skills, ability to empathize, and build rapport with customers
  • Keen on fostering community within the workspace, promoting interaction and engagement
  • Strong problem-solving and analytical capabilities
  • Effective communicator with outstanding interpersonal skills and relationship-building abilities
  • Detail-oriented, organized, with strong creative writing and design acumen
  • Willingness to work standard office hours and lift up to 25 lbs

Perks You Should Know About:
Participation in diverse incentive programs involving cash, equity, or commissions for eligible staff. Additionally, you'll enjoy various benefits like paid time off, extensive health coverage, retirement plans, commuter benefits, and much more. At Compass, we foster a culture where everyone can truly be themselves and find their place to shine.
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