Client Success Manager
Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.
So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.
That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.
We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.
And now you can join us. Apply today to join 220+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win.
Role Objectives
Manage an assigned portfolio of approximately 80-100 Property Manager customers, working closely with each to develop a strategic 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.
Key Competencies
Customer Centricity
Proactively touch base and seek feedback from customers often and consistently
Delight the customer by responding to communications with a customer centric attitude within 24 hours
Continue to receive 98%+ on CSAT scores
Complete and document quarterly customer Impact Reviews
Critical Thinking Skills
Determine immediate actions from Impact Reviews; communicate internally to help drive and facilitate next steps
Review, synthesize and analyze resident activation and usage reports
Impact & Influence
Build customer trust and credibility
Ensure >75% resident activations rates
Product Knowledge
Develop a clear understanding of the RBP benefits/services/experiences and the Triple Win (RBP value to the resident, PM, Investor)
Continue to articulate RBP value and ancillary profit opportunities
Customer success reporting; tools; automation; journey mapping
Cross Functional Collaboration Skills
Collaborate across departments to ensure a consistent and positive customer experience across all touches
Collaborate with the marketing team to provide customized educational marketing resources as needed
Gather and relay customer insights to internal teams (Product; Marketing) regarding functionality, service needs, and market trends
Monitor and identify trends/ways to increase activations
Impact on Business
Ensures all customers understand and derive maximum value/revenue from resident RBP activations
Continuously builds and maintains Raving Fans by going above & beyond; ensuring retention; reducing churn; and increasing upsells
About You:
2+ years of experience managing a book of high-touch 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
Our Core Values
Pirate ship, not a cruise ship. Bias towards action.
Massive growth takes massive growth. We embrace challenges to increase our impact.
Grow the pie. We focus on results so our customers & their customers win. Triple Win!
Purple heart. We put the team before ourselves.
Extreme ownership. See something? Say something; right the ship to get us back on course.
Be a moment maker. We aim to shatter the status quo.
Remote Work Statement
This position is a remote-first, work-from-home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a vital part of our company story and success. To be successful in a remote work role at Second Nature, you must:
Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job
Have a quiet, professional, distraction-free environment in which to complete your work
Have access to your own reliable high-speed internet connection
Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
Why Second Nature?
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
Compensation: Anticipated annual base compensation is between $57 to $64K with a variable of 15% based on meeting team KPIs.
Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.