Broker Experience Manager

About Iconic Iconic 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 Do Broker Success & Relationship Management Manage relationships with a portfolio of business brokers Run regular check-ins to understand deal pipelines, challenges, and opportunities Provide practical coaching on workflows, platform usage, and best practices Build trusted relationships and proactively identify risks or growth opportunities Collect and synthesize broker feedback through conversations and surveys Onboarding & Product Adoption Lead onboarding for new brokers through live walkthroughs and follow-ups Train customers on platform features, deal workflows, and operational best practices Create scalable enablement content (guides, short videos, FAQs) Monitor usage and proactively support brokers to drive adoption and retention Community & Engagement Design and host virtual events such as workshops, trainings, and community sessions Foster engagement across channels (Slack, webinars, occasional in-person events) Encourage knowledge-sharing and highlight broker wins and success stories Content & Internal Collaboration Communicate product updates, tips, and best practices to customers Act as the “voice of the broker” internally by identifying patterns in feedback Partner closely with Product, Growth, and Operations to improve broker outcomes Who You Are Highly relationship-driven and energized by working closely with customers Organized operator who can manage many conversations and follow-ups Strong communicator - comfortable leading calls, trainings, and written content Tech-savvy and quick to learn new tools and workflows Customer-first mindset with the ability to give honest, constructive guidance Experience 2–5+ years in Customer Success, Relationship Management, Community, or similar roles Experience in marketplaces or professional services preferred, and bonus for experience in business brokerages or real estate! Comfortable running customer trainings, webinars, or online communities Startup or fast-paced environment experience is a plus Location & Work Style US-based, fully remote Primarily standard business hours with occasional flexibility across U.S. time zones Occasional travel for team or broker events Why Join Iconic Help shape how small and mid-sized businesses are bought and sold Work closely with leadership and influence product direction Build and scale a high-impact customer community from the ground up Compensation: annual salary range of $70,000, as well as medical benefits and early-stage equity in the company