Expa
Broker Experience Manager
4mo ago
USARemotecustomer successonboardingtrainingcommunity buildingrelationship managementfeedback synthesis
Manage broker relationships, drive platform adoption, and influence product decisions through direct feedback for a broker-focused platform.
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
Conditions
- 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
Other
- 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.
- 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
- 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
- US-based, fully remote
- Primarily standard business hours with occasional flexibility across U.S. time zones
- Occasional travel for team or broker events