Client Success Manager

We’re building a future where every home is professionally managed. One where professional property managers deliver new “Triple Win Experiences” for residents, investors, and their teams. But creating winning experiences that benefit everyone simultaneously? That’s hard.

Now, 1,500+ property management companies are doing it with a fully managed Resident Benefits Package by Second Nature. We bring the expertise, technology, and service that professional property managers need to make experiences convenient, rewarding, and consistent. Our reputation for turning old problems into new revenue streams has made us the only 6-peat national industry vendor of the year.

Join 150+ passionate, thoughtful people who strive to make a difference each day until every home is full of triple-win experiences.
 

About the Client Success Manager Role
We simplify investor, property manager, and resident journeys by providing radically personal and frictionless support. We redefine the essence of service. Transforming it into an art form that delivers effortless and extraordinary moments for our clients.

As a Second Nature Client Success Manager, you will care for an assigned book of business. As you work with each client, you’ll identify their objectives, create custom solutions to meet their needs and help them achieve their goals. As a CSM, you take pride in ensuring the highest levels of client satisfaction, preventing churn, and helping your clients expand and grow. You will also be responsible for communicating cross-functionally with your Second Nature peers to ensure we deliver excellent service across every level of the organization.
 

As A Second Nature Client Success Manager, You Will:

• Develop and maintain strong relationships with your clients
• Work with your clients to understand their needs and provide solutions that consistently exceed expectations 
• Act as a primary point of contact for your clients, provide timely and accurate information, and ensure their needs are met
• Develop personalized success plans for each client to help them reach their stated goals
• Guard client health, protect their satisfaction, and identify areas of improvement
• Proactively address any areas of risk to prevent churn
• Understand their product nuances and problem solve for per enrollment challenges
• Keep the customer informed of their adoption, revenue and performance with monthly and quarterly reporting communicating enrollment and portfolio health
• Educate customer teams and champions
• Ensure consistent verbal and written communication cadence addressing celebrations, challenges and areas of improvement or opportunity
• Collaborate cross functionally with data, finance, support and implementation teams to ensure needs are met and addressed to satisfactory resolution
• Suggest creative solutions tailored to each portfolio
• Monitor enrollment and activation rates to ensure consistent healthy growth 
• Report on key performance indicators related to your assigned client base 
• Research and stay up to date on industry trends and developments
• Stay up to date on product changes and enhancements
• Collaborate with cross-functional teams 
• Meet and exceed your quarterly goals

Preferred Requirements

• Bachelor’s degree in Business Administration, Communications or related experience

• 2+  years of client success or support experience

• In-depth understanding of the property management industry preferred 

• Excellent problem-solving skills

• Passionate about maintaining relationships with clients

• Ability to identify customer needs and provide solutions 

• Excellent communication and client service skills 

• Ability to work independently and in a remote environment 

• Ability to work in a fast-paced, ever-changing environment without impacting the client experience 

• Knowledge of Google Suite, SaleForce (or similar CRM), ServiceCloud, Totango
 

We get it. Requirements can sometimes hold people back from applying for a job, but don’t let that be the case here. If you believe you have the skills to elevate this role, team, and company, we encourage you to apply for this role.

 

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 duties
• 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 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 your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
   

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.

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