Agent Experience & Success Manager

Compass; Miami Beach (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Incentive programs (cash/equity/comm.)

Paid vacation and holidays

Medical, dental and vision benefits

401(k) plan

FSAs

Commuter program

Life and disability insurance

Parental support programs

Job summary

Compass is seeking a Customer Success Manager (Agent Experience Manager) to be the primary face for agents joining Compass. You will train users, support marketing needs, and drive adoption of Compass tools while coordinating with onboarding and other teams from our Miami Beach office.

You’ll manage high-touch relationships, train on platform capabilities, and help expand services for agents and office initiatives. This role requires in-office presence and strong communication skills.

Qualifications

• 2–3 years in customer service, training, office ops, or hospitality
• Real estate experience is a plus
• Experience with live or remote training is a plus
• Experience with enterprise tech platforms (Zendesk, Salesforce, Confluence) is a plus
• Strong communication and empathy for agent challenges
• Ability to build credibility with agent decision-makers
• Organized and detail-oriented

Responsibilities

• Manage a portfolio of high-touch customers as day-to-day contact via phone, email, and in-person meetings
• Promote adoption of Compass technology with 1:1 and group trainings
• Provide marketing support by creating collateral and liaising with marketing specialists
• Partner with Onboarding team for welcoming new customers
• Support with office openings, national initiatives, and expansion/M&A activity
• Collaborate with teams to champion agent questions and feedback
• Serve as the office face and manage reception tasks and facilities issues

Skills

Customer Service

Training Delivery

Relationship Management

Communication Skills

Empathy

Community Building

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking a Customer Success Manager (Agent Experience Manager) to be the primary face for agents joining Compass. You will train users, support marketing needs, and drive adoption of Compass tools while coordinating with onboarding and other teams from our Miami Beach office.

You’ll manage high-touch relationships, train on platform capabilities, and help expand services for agents and office initiatives. This role requires in-office presence and strong communication skills.