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.
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
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
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
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
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.
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
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