Expa

Compensation

Full Description

Iconic (www.iconic.co) 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 Customer Success Manager to become the “heart” of our broker community: part coach, part community builder, part product advocate, and part operator. This role is not traditional account management. You will own broker relationships end-to-end: understanding their deals, driving platform value adoption, developing educational resources and community, and serving as their internal advocate for product and company feedback. This role is full-time and reports into the CEO/Leadership Team. What You’ll Do Broker Relationships & 1:1 Support Own relationships with a portfolio of business brokers (independent and team-based) Run regular 1:1s and check-ins with brokers to: Understand their pipeline, active deals, and bottlenecks Identify where they’re stuck with the platform or process Surface complaints, feature requests, and recurring pain points Build deep personal rapport (you remember details like “How’s your son doing in middle school?”) and become a trusted partner in their business In addition to regular communication with brokers, coordinate the rollout of broker engagement and feedback surveys; synthesize results and share insights with the team. Deliver “hard” feedback in a friendly, non-threatening way (e.g., “Let’s walk through how your funnel is going and workshop ideas to help close customers and deals”) Onboarding, Training & Product Adoption Become an expert power user of the Iconic web app and broker workflow Onboard new brokers: run live walkthroughs, Q&A, and follow-ups to ensure they’re fully set up Train brokers on: Lead and deal management workflows Core features of the platform (CRM-light inside the web app, reporting, docs, etc.) Best practices for running a modern brokerage using Iconic Create and maintain scalable enablement materials (short Looms, guides, checklists, FAQ docs) Proactively monitor adoption and usage; reach out when brokers under-utilize key features or are at risk of churn Community Building & Events Design and run a consistent cadence of community experiences, such as: Virtual lunch-and-learns and workshops Fun events: coffee and trivia with prizes Contests: Most valuations sent or most leads worked. Webinars with expert guests (attorneys, CPAs, lenders, top brokers) Thematic sessions (e.g., “How to work larger deals,” “How to manage offers,” “Using Iconic to run your pipeline”) Drive engagement across channels (Slack, Zoom, webinars, occasional in-person gatherings) Encourage brokers to share wins, lessons, and best practices with each other Be the “glue” that helps brokers feel part of a real team and not just a logo on their business card Content & Communication Create ongoing written content tailored to brokers: Platform updates and “what changed this week” Tips & tricks, how-to posts, and playbooks Highlight stories and case studies from the broker community Post regularly across our internal channels (Slack) and external ones (email, possibly LinkedIn) and blog posts with more original content as well Translate product changes into clear, broker-friendly communication and training Voice of the Broker & Internal Collaboration Act as the internal advocate for brokers: Aggregate and organize feedback from conversations, support, and community Identify patterns and themes in broker challenges and requests Communicate structured feedback to product, engineering, and leadership Partner closely with: Product & Engineering to prioritize improvements that matter most to brokers Growth/Recruiting to ensure new brokers onboard smoothly and get early wins Operations/Legal for coordination around deals, documents, and process changes Impact & Success Metrics You’ll be measured on outcomes like: Broker activation and onboarding success Adoption and usage of key features in the platform Broker satisfaction, retention, and engagement in the community Participation rates in events, trainings, and content consumption Quality and volume of actionable product/ops feedback surfaced Who You Are Core Traits Highly extroverted and relational – you genuinely enjoy talking to people all day, building relationships, and going “one level deeper” in conversations Warm, charismatic, and disarming – people like you, trust you, and feel comfortable sharing what’s really going on Customer-first mindset – you win when others win; you’re motivated by helping brokers succeed, not competing with them Sales- and process-aware – you understand sales pipelines, deals, and CRM-style workflows, even if you’re not carrying a quota Tech-savvy & product-minded – you pick up new tools quickly, learn complex workflows, and can explain them simply Organized & detail-oriented – you keep track of many relationships, conversations, follow-ups, and issues without dropping balls Strong written & verbal communicator – clear, concise, engaging writer and confident live facilitator on Zoom/webinars Positive but honest – you can be supportive and empathetic while also holding people accountable and pushing them to use the tools properly Experience We’re Looking For 2–5+ years in Customer Success, Account Management, Community Management, Sales Enablement, or similar roles Prior experience in B2B SaaS, marketplaces, or professional services strongly preferred Experience running: Regular customer check-ins and QBRs/health reviews Webinars, training sessions, or virtual events Online communities (Slack/Discord, forums, membership programs) is a big plus Comfort working with tools like: CRM or CRM-light platforms Web-based customer portals / dashboards Slack, Zoom, Loom, Notion/Google Docs, etc. Bonus points for: Exposure to business brokerage, M&A, real estate, financial services, or legal environments Experience in early-stage startups or fast-changing environments What Success Looks Like in 6–12 Months New brokers consistently onboard quickly, know how to use the platform, and feel supported A meaningful percentage of brokers regularly attend events and training sessions Brokers feel connected to a vibrant community (not just a software product) We see measurable increases in feature adoption, engagement, and broker retention Product and leadership have a clear, constant pulse on broker needs and feedback—thanks to you Location & Work Style US-based; fully remote with potential occasional travel for team gatherings or broker events The role primarily operates during standard business hours, with the expectation of periodic work outside local hours to support brokers across U.S. time zones. Why Join Iconic Help design the future of how small and mid-sized businesses are bought and sold Operate as a key member of the leadership-adjacent team, directly influencing product and strategy Work with a group that cares deeply about execution, speed, and broker success Opportunity to grow as the broker network and CS function scale Competitive compensation, with an annual salary of $60,000, as well as medical benefits and early-stage equity in the company