Enterprise 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

As an Enterprise Client Success Manager, you will be responsible for managing a portfolio of our largest and most strategic property management clients. You’ll serve as a trusted advisor, driving adoption, value realization, and long-term partnership at the enterprise level. Your focus will be on building irreplaceable relationships, delivering exceptional customer success, maximizing platform utilization, and supporting our clients’ business objectives at scale.

• Strategic Partnership:
  Build and nurture executive-level relationships with enterprise accounts, developing a deep understanding of their business goals, operational challenges, and success metrics.
• Account Planning:
  Develop and execute tailored account strategies, including joint success plans, quarterly business reviews, and proactive risk management.
• Platform Adoption & Value Delivery:
  Drive enterprise-wide adoption of the Resident Experience Platform, ensuring seamless onboarding, high activation rates, and measurable ROI for clients.
• Retention & Growth:
  Achieve and maintain renewal rates above 95% by proactively identifying and mitigating churn risks, and uncovering upsell and cross-sell opportunities.
• Data-Driven Insights:
  Monitor account health, usage analytics, and resident engagement to provide actionable insights and recommendations that support client objectives.
• Advocacy & Enablement:
  Act as the voice of the enterprise customer internally, championing feature requests, service enhancements, and market trends to inform product and service roadmaps.
• Cross-Functional Leadership:
  Collaborate with Product, Marketing, Implementation, and Support teams to ensure a unified, high-touch client experience across all interactions.
• Continuous Improvement:
  Gather and synthesize feedback from enterprise clients, driving process improvements and innovation to enhance customer satisfaction and platform value.

• Enterprise Customer Centricity:
  Demonstrated ability to anticipate, understand, and exceed the needs of complex, multi-stakeholder organizations.
• Strategic & Analytical Thinking:
  Expertise in synthesizing data, identifying trends, and translating insights into actionable strategies for enterprise clients.
• Influence & Executive Presence:
  Proven track record of building trust and credibility with senior leaders and decision-makers.
• Product & Industry Expertise:
  Deep understanding of SaaS platforms, property management workflows, and the resident experience ecosystem.
• Collaboration & Communication:
  Exceptional cross-functional collaboration skills; able to drive alignment and deliver results in a matrixed environment.
• Operational Excellence:
  Skilled in managing large-scale implementations, conducting business reviews, and documenting impact for enterprise accounts.

• Ensure enterprise clients realize maximum value and ROI from the RBP platform, driving retention, expansion, and customer advocacy.
• Build “Raving Fans” at the enterprise level by consistently exceeding expectations and delivering measurable business outcomes.
• Support company growth by identifying and executing on upsell and cross-sell opportunities within your portfolio.

• 3+ years experience managing enterprise accounts in SaaS, PropTech, or related industries.
• Demonstrated success in driving adoption, retention, and growth across complex, high-value accounts.
• Consultative, data-driven approach to client management and problem-solving.
• Strong business acumen and executive communication skills.
• Self-starter with a passion for innovation, continuous learning, and delivering exceptional customer experiences.
• Confidence in operating Appfolio, Propertyware, Buildium, or other PM software a plus
• Experience with Salesforce, G-Suite, ServiceCloud, Totango or other CRM solutions
• Working knowledge of prop-tech industry best practices and standards
• Client-obsessed mentality
• Deep understanding of performance metrics, as well as solid data analysis capabilities
• Customer-centric mindset with a passion for helping customers succeed.
• Problem-solving and conflict resolution skills.
• Ability to manage multiple priorities and work in a fast-paced environment.

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.

• Health First: Medical, Dental, Vision, & Life Insurance, 401K Plan
• Remote Flexibility: Work from anywhere in the US
• Unlimited PTO: Open vacation and sick days
• Award-Winning Product: Trusted by industry leaders and loved by clients
• Diverse, Inclusive Culture: We value every voice and background
• Growth Opportunities: Join a fast-growing company and shape your career

• Pirate ship, not a cruise ship: Bias toward action.
• Massive growth takes massive growth: Embrace challenges to increase impact.
• Grow the pie: Focus on results that benefit all stakeholders.
• Purple heart: Put the team first.
• Extreme ownership: Take initiative and right the ship.

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)

AI Innovation

We’re thrilled about the transformative potential of AI innovation and its ability to drive progress at Second Nature. As we continue to explore and integrate AI into our workflows, we’re eager to learn how you’ve embraced and implemented AI in your professional journey.  In the interview process, we look forward to hearing about your experiences and exploring how we can collectively leverage AI technology to accelerate our growth.

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.