Implementation Manager

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Second Nature

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

☁️ SaaS

🏠 Real Estate

🤝 B2B

💰 $16.4M Series C on 2020-03

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

• Lead and develop a team of Implementation Managers through coaching, accountability check-ins, and performance feedback • Ensure smooth client transitions from discovery through activation and handoff • Set and track KPIs including activation rates, CSAT, and TTV • Standardize and refine implementation workflows across customer segments • Support discovery to identify client goals, blockers, and onboarding strategies • Handle high-priority client escalations • Collaborate with Sales, Product, Operations, Engineering, Legal, and Client Success • Guide client training on product value and best practices to drive adoption and retention • Ensure use of CRMs, automation platforms, and AI tools • Foster accountability, ownership, team cohesion, and an inclusive, high-trust team culture

🎯 Requirements

• 5+ years of experience managing Implementation or Onboarding teams • Experience guiding clients from discovery through activation and handoff • Deep experience with high-volume implementations • Experience in fast-paced, tech-enabled, or PropTech environments • Ability to design scalable workflows and drive operational rigor • Experience coaching and mentoring Implementation Managers • Ability to set, track, and act on metrics including TTV, CSAT, and at-risk accounts • Experience collaborating across Sales, Product, Operations, Engineering, and Customer Success • Ability to resolve stakeholder misalignment and set expectations • Emotional intelligence and composure in evolving environments • Experience with property management platforms such as Yardi, AppFolio, or Buildium is a bonus • Familiarity with Gong or CRM/automation systems is a bonus • Dedicated, quiet workspace • Rock-solid/dependable high-speed internet connection • Ability to work scheduled hours and start the day at 10am or 10:30am ET at least one day per week • Legal right to work in the United States after hiring

🏖️ Benefits

• Comprehensive Medical, Dental, Vision, and Life Insurance • 401k • Open PTO and sick day policy • Remote work from any corner of the United States • Twice-yearly in-person team summits with travel paid by the company • Supportive, diverse, inclusive work environment • Growth opportunity on a fast-scaling team • Work on an award-winning platform • Reimbursed business travel costs according to company policy