Oversee the post-sale onboarding process, guiding clients from contract signing to full activation with a 3% activation rate target
Collaborate with various departments, including Sales, Operations, Product, Legal, and Client Success, to ensure seamless and scalable implementations
Guide clients through the complete implementation process: discovery, onboarding, activation, and handoff
Conduct comprehensive discovery to identify client goals, needs, and potential obstacles; proactively address concerns
Provide tailored training and hands-on support for Property Managers to set up and use the Resident Benefits Package (RBP)
Ensure clients meet their commitments and stay on track throughout the journey
Work closely with the Sales team to align on deliverables and expectations
Build trust and credibility with stakeholders at all levels; communicate effectively and manage changing expectations
Manage projects from start to finish: set timelines, coordinate stakeholders, and drive accountability
Navigate uncertainty effectively, solving problems in fast-paced, evolving environments
Act as a process consultant—developing, refining, and scaling implementation workflows
Utilize technology tools (CRM, automation, AI-powered platforms) to enhance efficiency and client experience

2+ years of direct implementation experience in a tech-enabled or transactional business
Proven ability to lead clients through implementation or onboarding processes involving change management
Skilled in holding clients accountable to agreed deliverables and timelines
Strong in discovery, objection handling, and consultative client engagement
High emotional intelligence with excellent stakeholder management and communication skills
Big-picture thinker—able to understand end-to-end processes and data flows across functions
Proactive, self-driven, and able to operate in fast-moving, ambiguous environments
Passionate about designing scalable processes and driving operational excellence
Comfortable collaborating cross-functionally (Sales, Product, Operations, CS)
Committed to enhancing diversity and inclusion within your team and organization

Background in PropTech is a strong plus
Experience with property management tech (Appfolio, Yardi, Buildium, etc.) is a bonus—but not mandatory
Hands-on experience in PropTech or real estate transactions
Familiarity with integrating AI into onboarding/process workflows
Experience with CRM, project management, or sales enablement tools (e.g., Salesforce, Monday.com, Gong)

Remote (Worldwide)

Inclusive, diverse, and high-performing team

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 hiring an Implementation Manager