Expa · 1 week ago
Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
$60K/yr - $60K/yr
2+ years expIconic is building a modern platform for business brokers and is seeking a Customer Success Manager to enhance broker relationships and community. The role involves onboarding brokers, driving platform adoption, and acting as an advocate for broker needs and feedback.
Consumer SoftwareDeveloper ToolsE-Commerce PlatformsEnterprise SoftwareFinTech
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 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”)
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
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
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
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
Qualification
Required
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
Experience running webinars, training sessions, or virtual events
Experience running online communities (Slack/Discord, forums, membership programs) is a big plus
Comfort working with tools like CRM or CRM-light platforms
Comfort working with web-based customer portals / dashboards
Comfort working with Slack, Zoom, Loom, Notion/Google Docs, etc
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
Preferred
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
Company
Expa
Expa is a venture studio and VC fund that supports early-stage startups through expertise, access, and funding.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2014-07-07Seed
Leadership Team
Roberto Sanabria
Founding Partner
Vitor Lourenco
Founding Partner
Recent News
2025-09-24
Company data provided by crunchbase