Broker Experience Manager

Expa

18h•$70,000•Remote

About The Position

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.

Requirements

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
2–5+ years in Customer Success, Relationship Management, Community, or similar roles
Comfortable running customer trainings, webinars, or online communities
US-based, fully remote

Nice To Haves

Experience in marketplaces or professional services preferred, and bonus for experience in business brokerages or real estate!
Startup or fast-paced environment experience is a plus

Responsibilities

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
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
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
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