Customer Success Manager

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