Customer Success Manager
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Job Description
Customer Success Manager supporting business brokers in using Iconic's platform. Building relationships, driving product adoption, and enhancing broker community engagement.
Responsibilities:
- 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
- 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
- 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
- Create and maintain scalable enablement materials
- Proactively monitor adoption and usage; reach out when brokers under-utilize key features or are at risk of churn
- Design and run a consistent cadence of community experiences
- Drive engagement across channels (Slack, Zoom, webinars, occasional in-person gatherings)
- Create ongoing written content tailored to brokers
- Act as the internal advocate for brokers and communicate structured feedback to product, engineering, and leadership
Requirements:
- 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
Benefits:
- medical benefits
- early-stage equity in the company
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