Expa

Customer Success Manager

• 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