Second Nature
SaaS • Real Estate • B2B
Second Nature is a Resident Experience Platform that helps property managers personalize and automate resident onboarding and benefits. Its software combines Resident Onboarding, customizable Resident Benefits Packages, and an orchestration engine called Maestro to streamline leases, move-in tasks, credit-building, renters insurance, utilities, and other resident services. Delivered as a cloud platform for property management companies, Second Nature aims to improve resident retention, reduce delinquencies and maintenance costs, and increase operational efficiency.
Client Success Manager
November 4
Second Nature
SaaS • Real Estate • B2B
Second Nature is a Resident Experience Platform that helps property managers personalize and automate resident onboarding and benefits. Its software combines Resident Onboarding, customizable Resident Benefits Packages, and an orchestration engine called Maestro to streamline leases, move-in tasks, credit-building, renters insurance, utilities, and other resident services. Delivered as a cloud platform for property management companies, Second Nature aims to improve resident retention, reduce delinquencies and maintenance costs, and increase operational efficiency.
📋 Description
• Manage an assigned portfolio of Property Manager customers, working closely with each to develop a tailored success plan • Redefine customer success - deliver effortless, extraordinary experiences • Streamline the resident, property manager, and investor journeys by partnering with them to understand their objectives, create personalized solutions, and help them exceed their goals • Focus on ensuring the highest levels of customer success, prevent churn, and advocate for customer growth • Partner with customers to help them achieve 75% RBP activation through quarterly audits and Impact Reviews • Maintain a renewal rate above 95% • Reduce churn by proactively identifying risks, intervening early, and implementing effective mitigation strategies. • Monitor resident engagement, usage, and health metrics, identifying trends and providing actionable insights • Provide usage and activation reports, identifying opportunities for improvement • Educate customers on maximizing activations/enrollments, acting as an RBP ambassador to foster long-term success • Proactively gather feedback and, when needed, share insights internally to ensure exceptional service at every level of the organization
🎯 Requirements
• 2+ years of experience managing a book of customers, maintaining high retention rates, proactively preventing churn by partnering with customers • Successful track record of upselling, increasing renewal rates, preventing churn, providing creative solutions • Subject matter expert about your product/service/benefit • Ability to proactively act as trusted customer advisor • Motivated, engaged self-learner, self-starter, growth seeker
🏖️ Benefits
• Health First: Medical, Dental, Vision, & Life Insurance, 401K Plan • Location: Work remotely from anywhere in the US • Flexibility: Open PTO and sick days • The Product: Beyond the 7 awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP • Diverse, inclusive culture: We embrace employees from all backgrounds with openness and respect • Training: A supportive team to help you grow and unlock your full potential • Growth: The opportunity to get in on the ground floor of a fast-growing startup
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