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