Agent Experience Manager - Customer Success

urbancompass; Miami (FL); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Incentive programs

Paid vacation

Holiday leave

Sick time

Parental leave

Recharge leave

Medical benefits

Dental benefits

Vision benefits

401(k) plan

FSAs

Commuter program

Life & disability insurance

Maven

Carrot fertility benefits

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass is reshaping real estate by enabling agents with an end-to-end platform. The Customer Success Manager (Agent Experience Manager) will be the first point of contact for new customers, guiding them through training, usage of Compass tools, and marketing requests to drive adoption and success.

This role is based 100% in the Coconut Grove office in Miami, requiring in-person engagement with agents and cross-functional collaboration across departments to deliver world-class service.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Experience in real estate is a plus.
• Experience with live or remote training is a plus.
• Experience working with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.
• A passion for supporting and serving agents trying to grow their businesses.
• Ability to establish credibility with key agent decision-makers and influencers.
• Strong listening skills and empathy for customer pain points.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact.
• Promote adoption of Compass technology and services with 1:1 support, strategic recommendations, and group trainings.
• Provide marketing support by creating collateral and coordinating with marketing specialists.
• Partner with Onboarding team on welcoming new customers to Compass.
• Support ongoing projects like new office openings, national initiatives, and expansion/MA activity.
• Collaborate with teams to relay customer questions and feedback.

Skills

Customer service

Training

Office management

Hospitality

Operations

Empathy

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is reshaping real estate by enabling agents with an end-to-end platform. The Customer Success Manager (Agent Experience Manager) will be the first point of contact for new customers, guiding them through training, usage of Compass tools, and marketing requests to drive adoption and success.

This role is based 100% in the Coconut Grove office in Miami, requiring in-person engagement with agents and cross-functional collaboration across departments to deliver world-class service.