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