Manager, Technical Implementations

At Second Nature, our people are our greatest differentiator. To build an industry-changing business, we don’t just need talent; we need an environment where high standards, continuous improvement, and customer obsession are the default. Excellence is not a destination — it is how we show up every day. In twenty years time, we want every single employee to look back to their time at Second Nature and say: This is where I did my very best work. Where I grew the most. Where I pushed myself beyond what was comfortable. ✨ 💟 About Us 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 275+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win! 🔥🔥🔥 📝 About the Role As the Manager, Technical Implementations, you’ll lead a team of Technical Implementation Managers responsible for customer onboarding, implementation execution, technical configuration workflows, and activation readiness. You’ll provide hands-on coaching, support operational consistency, help resolve customer escalations, and partner cross-functionally with Sales, Product, Operations, Engineering, Support, and Customer Success to ensure smooth and scalable implementations. This role is centered around leading high-performing onboarding teams, driving operational excellence, refining implementation processes, and ensuring customers are guided confidently from onboarding through activation and long-term success. You’ll play a critical role in helping Second Nature scale implementation operations while maintaining a high-quality customer experience. We’re building an inclusive, collaborative, and high-performing team that thrives on empathy, accountability, and continuous improvement. If you enjoy leading through ambiguity, building scalable processes, and helping teams deliver exceptional customer experiences, you’ll fit right in here. ⭐ What You’ll Do Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback. Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle. Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV. Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency. Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks. Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices. Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues. Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live. Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience. Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements. Encourage operational ownership, accountability, and continuous improvement across the Technical Implementations team. Stay visible, accessible, and empathetic - especially during periods of ambiguity or rapid growth - helping your team navigate change with confidence and clarity. 📝 About You You bring 3+ years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a fast-paced SaaS, PropTech, or tech-enabled environment. You have a strong track record of guiding customers from discovery through activation while balancing customer experience, operational execution, and team development. You’re passionate about building scalable onboarding workflows, coaching high-performing teams, and driving measurable customer outcomes through operational excellence. You’re comfortable leading both technical and non-technical conversations and can help teams confidently translate customer needs into effective onboarding strategies and workflows. You’re adept at setting expectations, resolving stakeholder misalignment, and building credibility through strong communication and emotional intelligence. You thrive in evolving environments - anticipating challenges, solving problems proactively, and helping teams stay focused and aligned through change. You value collaboration deeply and enjoy partnering across Sales, Product, Engineering, Operations, Support, and Customer Success to deliver exceptional customer experiences. You’re committed to building inclusive, high-trust teams that balance operational rigor with empathy and accountability. 🌟 Bonus Experience Experience with property management platforms such as AppFolio, Yardi, Buildium, or Propertyware. Experience with onboarding automation platforms, CRM systems, or AI-enabled operational workflows. CAPM or PMP certification. Experience scaling onboarding or implementation operations within high-growth SaaS or PropTech organizations. Familiarity with integrations, system configuration workflows, or technical onboarding processes. 💟 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 the world’s first Resident Experience Platform 🤗 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 We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role. 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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