Implementation Manager

About Second Nature

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 the Role

We're seeking experienced Implementation professionals who thrive in ambiguity and can guide clients to activation. We're building an inclusive, diverse, and high-performing team that represents the customers we serve. As an Implementation Manager, you will own the post-sale onboarding journey, guiding clients from signed contract to full activation (3% activation rate target). You'll work cross-functionally with Sales, Operations, Product, Legal, and Client Success to ensure smooth, scalable implementations. Please note, we are looking for someone who is able and willing to work PST hours (free for client calls as late as 5:00pm PST).

What You'll Do

1. Lead clients through the full implementation funnel: discovery → onboarding → activation → handoff.
2. Conduct thorough discovery to uncover client goals, needs, and potential roadblocks; proactively handle objections.
3. Deliver targeted training and hands-on guidance with Property Managers for Resident Benefits Package (RBP) setup and usage.
4. Ensure clients deliver on their commitments and stay on track through the journey.
5. Partner closely with Sales to ensure alignment on deliverables and expectations.
6. Build trust and credibility with stakeholders at all levels; communicate tactfully and manage changing expectations.
7. Manage projects end-to-end: set timelines, coordinate stakeholders, and drive accountability.
8. Navigate ambiguity effectively, solving problems in fast-paced, evolving environments.
9. Serve as a process consultant—building, refining, and scaling implementation workflows.
10. Use tech tools (CRM, automation, AI-powered platforms) to enhance efficiency and client experience.

About You

• 2+ years of direct implementation experience at a tech-enabled or transactional business; PropTech background is a strong plus.
• Proven ability to lead clients through implementation or onboarding processes that involve change management.
• Skilled at 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).
• Experience with property management tech (Appfolio, Yardi, Buildium, etc.) a bonus—but not mandatory.
• Committed to enhancing diversity and inclusion within your team and organization.
• Willing to work 8:00am - 5:00pm Pacific Standard Time

Bonus Experience

• Hands-on experience in PropTech or real estate transactions.
• Familiarity integrating AI into onboarding/process workflows.
• Experience with CRM, project management, or sales enablement tools (e.g., Salesforce, Monday.com, Gong).

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.

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 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 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.