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3 months ago
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Requirements and responsibilities
About IconicIconic is building the modern platform for business brokers — combining technology, support, and community to help brokers run more successful, scalable practices. We’re looking for a Broker Experience Manager to serve as the primary partner to our broker community: part coach, part community builder, and part product advocate.This is not traditional account management or customer success. You will own broker relationships end-to-end, helping customers succeed on the platform while shaping product and company decisions through direct feedback.What You’ll DoBroker Success & Relationship ManagementManage relationships with a portfolio of business brokersRun regular check-ins to understand deal pipelines, challenges, and opportunitiesProvide practical coaching on workflows, platform usage, and best practicesBuild trusted relationships and proactively identify risks or growth opportunitiesCollect and synthesize broker feedback through conversations and surveysOnboarding & Product AdoptionLead onboarding for new brokers through live walkthroughs and follow-upsTrain customers on platform features, deal workflows, and operational best practicesCreate scalable enablement content (guides, short videos, FAQs)Monitor usage and proactively support brokers to drive adoption and retentionCommunity & EngagementDesign and host virtual events such as workshops, trainings, and community sessionsFoster engagement across channels (Slack, webinars, occasional in-person events)Encourage knowledge-sharing and highlight broker wins and success storiesContent & Internal CollaborationCommunicate product updates, tips, and best practices to customersAct as the “voice of the broker” internally by identifying patterns in feedbackPartner closely with Product, Growth, and Operations to improve broker outcomesWho You AreHighly relationship-driven and energized by working closely with customersOrganized operator who can manage many conversations and follow-upsStrong communicator - comfortable leading calls, trainings, and written contentTech-savvy and quick to learn new tools and workflowsCustomer-first mindset with the ability to give honest, constructive guidanceExperience2–5+ years in Customer Success, Relationship Management, Community, or similar rolesExperience in marketplaces or professional services preferred, and bonus for experience in business brokerages or real estate!Comfortable running customer trainings, webinars, or online communitiesStartup or fast-paced environment experience is a plusLocation & Work StyleUS-based, fully remotePrimarily standard business hours with occasional flexibility across U.S. time zonesOccasional travel for team or broker eventsWhy Join IconicHelp shape how small and mid-sized businesses are bought and soldWork closely with leadership and influence product directionBuild and scale a high-impact customer community from the ground upCompensation: annual salary range of $70,000, as well as medical benefits and early-stage equity in the company
Optionally, you can add more information later (benefits, pre-screening questions, etc.)