Broker Success Manager

iSolved HCM; Northern (KY); On-site; USD 70,000 - 110,000; Full time

Job summary

isolved is seeking a Broker Success Manager to own a defined portfolio of insurance broker relationships, driving engagement, retention, and growth. You will partner with Sales, Product, Support, and Implementation to expand broker-sourced pipeline, improve adoption of platform features, and deliver data-driven reviews with clients.

You will proactively identify risks, craft success plans, and advocate for improvements while leveraging CRM to track activities, outcomes, and opportunities across

Qualifications

• 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 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 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.

Skills

Customer success

Account management

Broker relations

CRM proficiency

Tools

Salesforce

Job description

Job Description

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.

Core Job Duties

• 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.

Minimum Qualifications

• 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.

About isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.