Client Success Manager

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 200+ 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

Client Success Managers (CSMs) simplify the resident, property managers, and investors journeys by delivering a radically personal success plan. We redefine customer success that delivers effortless and extraordinary moments for our clients.

CSMs manage an assigned book of business, partnering with each customer to create a unique success plan. As you work with each client, you’ll identify their objectives, create custom solutions and help them exceed their goals. You take pride in ensuring the highest levels of customer satisfaction, preventing churn, and helping your clients expand and grow. You will proactively seek feedback and as appropriate, communicate feedback internally to ensure excellent service across every level of the organization.

Role Objectives

• Successfully manage, maintain and continue to build raving fans from your assigned book of business of Single Family Home Property Manager
• Provide customized solutions that exceed expectations; grow and expand Property Manager's ancillary revenue stream based on customer unique goals
• Ensure >75% RBP activation via quarterly customer audits and Impact Reviews
• Ensure >95% renewal rates
• Reduce churn through early risk identification, intervention, escalation and mitigation
• Proactively drive customer success by exceeding expectations; ensure customers are realizing value, ultimately leading to improved retention and renewals
• Monitor and analyze resident engagement, usage, and overall health metrics, identifying trends, and providing actionable insights
• Provide usage and activation reports; identify areas for improvement
• Continue to educate customers on increasing activations/enrollments and to act as RBP ambassadors

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 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 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 customers; maintaining high retention rates, proactively preventing churn by partnering with customers
• Successful track record of upselling; 98% renewal rates; preventing churn; providing creative solutions
• Act as the subject matter expert about all things RBP; it’s also okay to get support from other SMEs
• Proactively act as your customer advisor to ensure they’re adopting, leveraging, and realizing RBP value
• 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?

• Compensation is approximately $50 - $65,000 (Including base and OTE)
• 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 7 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 and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup

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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