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.

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

Team size: 290+

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)

Second Nature is hiring a Client Success Manager