Manager, Customer Success

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, and get an answer to your 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, investors, and managers. That way renting can be easy and rewarding for everyone.

And now you can join us. Apply today to join 260+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win. 🔥🔥🔥

📝 Role Objectives

• Guide, inspire, and lead a team of 10 Client Success Managers.

• Guide your CSM team to deliver the highest level of customer service, partnering with Property Managers to exceed goals and deliver an unforgettable customer experience.

• Collaborate with senior leadership to establish clear retention goals and milestones for the CSM team while providing clear direction, mentoring, and leadership for your team.

⭐ Key Competencies

Leadership and Team Management

• Work with your CSM team to establish clearly defined goals, KPIs and development plans

• Work with enablement team to create ongoing training programs to drive education, product knowledge and product updates

Performance Management

• Help the team set achievable targets; continuously review KPIs with team

• Conduct biannual performance reviews; provide constructive feedback through weekly one on ones

Customer-Centric Approach

• Guide CSM team to ensure customer centricity during every customer touch

• Guide CSM team on upleveling account management and customer Impact Reviews

• Consistently monitor and proactively engage with disengaged customers to prevent potential churn

Product Knowledge

• Develop a deep understanding of the RBP and RXP benefits/value proposition

• Resolve technical escalations with support from Product & Engineering

Data Analysis

• Run, analyze and share detailed reporting on account health, activations, and upsells.

• Identify trends and gaps; collaborate with the team to solve

Impact on Business

• Management of crucial CSM team, responsible for customer retention; renewals; preventing churn; upselling; activations.

About you

• 3+ years experience leading a 8+ person B2B Client Success Management team

• Proven Ability and track record of delivering unbeatable customer experiences

• Proven ability to establish milestones and keep all team members on task in a remote environment

• Experience analyzing and optimizing existing processes

• Experience with G-Suite, Salesforce, Gong, Totango (or similar CSM platform)

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.

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 key 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.

#LI-Remote