Job Description
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?
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.
