Broker Success Manager

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About The Position

The Broker Success Manager is a strategic relationship owner responsible for the engagement, retention, and growth of isolved's insurance broker and benefits broker channel. This is a proactive, outbound-first role that requires anticipating broker needs, deepening their investment in the platform, and positioning as an indispensable partner in their clients' HCM success. The Broker Success Manager owns a defined book of broker relationships and is accountable for retention metrics, broker-sourced pipeline contribution, and product adoption across their portfolio.

Requirements

Minimum 3 to 5 years of experience in customer success, account management, broker relations, or a related client-facing role.
Demonstrated track record of owning and retaining a portfolio of external relationships.
Experience working with or selling to insurance brokers, benefits brokers, or HR intermediaries strongly preferred.
Familiarity with HCM, benefits administration, or payroll platforms.
Strong written and verbal communication skills; comfortable presenting to broker principals and small groups.
Proficiency with CRM platforms such as Salesforce or equivalent; comfort using data to manage a book of business.

Responsibilities

Own a defined portfolio of broker relationships end-to-end, serving as the primary point of contact for strategic engagement, issue escalation, and growth conversations.
Drive broker retention by identifying at-risk relationships early, diagnosing root causes, and executing targeted recovery plans in collaboration with internal teams.
Develop and maintain individual broker success plans that align isolved's capabilities to each broker's client base, growth goals, and competitive positioning.
Partner with Sales to convert broker engagement into qualified pipeline; track and report on broker-sourced referrals and opportunities.
Drive product adoption by educating brokers on new features, releases, and best practices; connect platform capabilities to broker and client outcomes.
Serve as the voice of the broker channel internally by surfacing feedback, flagging trends, and advocating for product and process improvements.
Prepare and lead business reviews including QBRs and annual reviews with broker stakeholders, presenting performance data, mutual wins, and forward-looking plans.
Collaborate cross-functionally with Product, Support, Implementation, and Sales to resolve escalations and close the loop on commitments made to brokers.
Maintain accurate records of broker interactions, success plans, risk flags, and pipeline contributions in CRM; use data to prioritize and drive decisions.
Leverage AI tools to research broker context, draft communications, and identify engagement gaps; verify outputs before use and flag knowledge gaps.