Manager, Technical Implementations

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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 Us 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 275+ 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 the Manager, Technical Implementations, you'll lead a team of Technical Implementation Managers responsible for customer onboarding, implementation execution, technical configuration workflows, and activation readiness. You'll provide hands-on coaching, support operational consistency, help resolve customer escalations, and partner cross-functionally with Sales, Product, Operations, Engineering, Support, and Customer Success to ensure smooth and scalable implementations. This role is centered around leading high-performing onboarding teams, driving operational excellence, refining implementation processes, and ensuring customers are guided confidently from onboarding through activation and long-term success. You'll play a critical role in helping Second Nature scale implementation operations while maintaining a high-quality customer experience. We're building an inclusive, collaborative, and high-performing team that thrives on empathy, accountability, and continuous improvement. If you enjoy leading through ambiguity, building scalable processes, and helping teams deliver exceptional customer experiences, you'll fit right in here. ⭐ What You'll Do Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback. Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle. Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV. Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency. Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks. Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices. Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues. Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live. Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience. Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements. Encourage operational ownership, accountability, and continuous improvement across the Technical Implementations team. Stay visible, accessible, and empathetic - especially during periods of ambiguity or rapid growth - helping your team navigate change with confidence and clarity. 📝 About You You bring 3+ years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a fast-paced SaaS, PropTech, or tech-enabled environment. You have a strong track record of guiding customers from discovery through activation while balancing customer experience, operational execution, and team development. You're passionate about building scalable onboarding workflows, coaching high-performing teams, and driving measurable customer outcomes through operational excellence. You're comfortable leading both technical and non-techni

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